Non-existent service

I've been trying to get feedback on my claim for days now. Every time I am told that a "Lorraine" person will contact me to discuss my claim. Every day I phone 3-4 times a day to try and speak to this "Lorraine" and every time I am told she is busy on the other line and will have to call me back. Yesterday afternoon I phoned again, and yet again she was busy on the other line, the consultant promised to send "Lorraine" an email asking her to urgently phone me. Well, this morning I phone again, and this time I am told that "Lorraine" is now on leave and the consultant has no idea when she will be back to deal with my claim. I asked to speak to another person who can assist me, and I was told "Lorraine" is the only person who works with claims. Do you seriously want me to believe that you only have 1 person who deals with your claims??? I've logged my claim on 16 July, submitted the police affidavit and ITC number, all I'm asking for is assistance with my claim. Every month I pay my insurance premium, yet this is how I am being treated!! Do you think I have thousands of rands laying around to buy a phone out of my pocket, a phone which was insured??? Really unhappy with the service you are providing!