Zero response or communication from Hollard

We put a small claim in, Hollard sent an assessor only to find that the Assessor wasn't s****ed in assessing our particular problem (wind damage to roof causing water to come into the house) resulting in our claim being rejected. I then had to phone Hollard to tell them what actually happened only to discover that the assessor handn't done his job properly. We have tried to get hold of the person handling our claim (Jerry) since 28 September, he doesn't return our calls and to date have not received a call from him. Spoke to Valencia on 1 October. I explained to her exactly how the damage occurred. She promised to escalate to the claims manager and promised to get back to me by close of business yesterday. As at lunch time on 2 October I'm STILL waiting to hear from ANYONE at Hollard. I have been with Hollard for a number of years and quite frankly this service is pathetic and I am seriously thinking of getting a new insurance company. They have no problem debiting my account yet getting hold of them to settle a claim is another story. Judging from this past week's experience I'll be very surprised to hear from anyone from Hollard.