Poor Service

I don't know what kind of service is this.I logged a claim on the 29th December 2023 and i have submitted all the required documents for the claim but till today there is no communication.I last communicated with my consultant on the 10th January 2024.She promised to give me an update on the 15th January but still nothing.I have sent her an email complaining about the service,she didn't even care to respond and after that i esculated the matter through customer care last week but still no response.I think there is no waiting period such as mine because its day 18 today just counting the working days.What irritates me the most they don't respond to complaints and don't update me.