DISGUSTING SERVICE

Good day.. I logged a claim for a burst pipe on the 15th November 2018 and the pipe was repaired. Hollard issued 2 claim numbers (Not sure why). The assessor came to see me on the 22nd November 2018 and submitted his report as there were resultant damages to the ceiling. I called Hollard 3 times on the 3rd December to find out what was happening with my claim and to date, I haven't heard from them. I sent 2 emails to their complaints department and I still haven't heard from them. I find this service absolutely atrocious. Is this the kind of service our insurance companies are offering???