Claims dept dont take calls?

Trying to contact anyone for information seems impossible. I've paid a monthly premium for well over 10yrs but apparently I'm not registered. Claim docs have ALL been submitted for cc via Std Bank but the dept I need to speak to dont take calls but when I speak to anyone else i get told to call them (this is 40+ min on hold each time) and ask for that same dept - I just want to know my claim is being dealt with and for a timeline to be provided, how many calls are needed or how does anyone get help