poor service

I've called on the 30 November spoke to a lady called Alisha from the claims department I explained to her my incident I then requested on my behalf that she submits a claim for me however I requested that she calls me back so that we can finalise the claim she said she will contact me in 15 mins and of course that didn't happen .I called back and I was informed that they are busy and won't be able to call back this should be informed then not say will contact me back. I then emailed her with no response .I called the next day spoken to another consultant I requested her to call me and she advised in 30 mins she will call me until now I still await. I also then sent a complaint email twice to first for women with no luck of any help. Really disappointed. I expected more from First for women then such poor service. Five days later with no response