Hollard has lost its heart

I submitted a claim on the 24.3.2016 and was contacted a few days later to be told they were busy with the claim. Since then i have emailed 7 times and each time they promise to get back to within 24 hours,no one does. I have also phoned about the same amount of times, but after waiting forever at my expence,hung up.<br> IS THIS WHAT A BIG COMPANY DOES TO MAKE MONEY,JUST DONT PAY OR HAVE THEY LOST THERE HEART?