Tedious Claims process, NO Feedback, NO Comunnication at all

I have never dealt with an Insurance company that has no sense of urgency when it comes to Claims.. This is an accidental damage claim that happened 25 August, Claim registered on the 27th of August, report submitted to the Consultant on the 3rd of September but Lerato (the worse claims consultant ever) failed to update us of process the claim, when you call in the call Centre all im advise that she is still validating, how long can one validate an accidental damage claim???? ..as per Compliance and this is SOP a client is suppose to get feedback on a claim every 48hours, However we not getting any communication from HOLLARD - This is REALLY UNACCEPTABLE, When I ask to speak to a manager im told that I cant be transferred but I need to call them directly, While the manager is not even answering their Phone or returning calls. I personally this we not being treated fairly on this claim at all.. Please urgently get this claim sorted and contact us urgently with Feedback.. A mer Bumper damage can't take this long its just tedious.