Attention to service required

I made a claim via the website and called the call centre last monday. Spoke to hayley who said she would contact us at 4.45 that afternoon....nothing happened. Called tuesday and i advised the agent that i cant take calls at anytime as i work at a call centre and our breaks are scheduled at different times daily. I was assured we would be contacted. I saw sone missed calls but was not sure if its from first for women....agents are very polite and friendly when i called the call centre...however service may be improved. I would appreciate it is someone could call me aftr 430 pm or email me for a suitable time so we can get moving with my claim.