No client service from Hollard

I have been trying to process a claim with Hollard since January. Eventually I e-mailed all the forms on 14 January. A return sms was received on Thursday 28 February that a decision was made on the claim, but I need to call them. I've been trying to call but my calls seem to end up in a loop and nobody answers the phone. It is like trying to communicate through a wall. Eager to take your money, but when it comes to paying out, you have nobody to talk to!! How can one get help?