No accountability

Been a client of Hollard for many years and only now have a claim for a stone chipped, cracked windscreen.I've been trying to get some form of assistance the last two days with no joy. emails are read with no replies, calls i make either does not get answered or when answered , i get told to hold then transferred to another team/person who don't pick up. in this competitive space, is this the service you offer and hope i don't move my business? I must also stat that i signed up via a broker MotorHappy who gently stepped aside and passed the buck when i mailed them for help. I will seriously be considering the movement of my business.