No communication / attitude from consultant.

I have logged a claim on 24/11/2017 for a wall that is about to collapse. On 27/11/2017 I received a sms with my claim number. I phoned Hollard today on the 4/12/2017 to find out whats going on with the claim as there were no communication from their side. The consultant apologized for not having answers about the claim and said that he will phone me back within 10 minutes to give feedback. I PHONED HOLLARD BACK after about an hour!!! The consultant informed me that the assessor will now suddenly phone me within 24 hours to make an appointment. I requested answers as to why now suddenly and why didn't someone phone me back as promised. The consultant rep**** one again with an apology and said its all in the past and we must move forward? What a pathetic reply for bad service!!