No one seems to care at Guardrisk as long premiums are paid you get automated response

I had a claim escalated to guardrisk by Viva cover and today when l called the consultant tells me l must try and call guardrisk as the supervisor is ot there to talk to them otherwise its a waiting game cause no one knows what is going on. On top of that all l get fro Guardrisk when l email them is a automated response and it ends there. its really worrying me cause all my insurances have guardrisk on them and as a worry l dont know whether am gonna get the same treatment on my home contents and bond insurance if communicating with a phone is difficult. This is the worst expirience ever