Insurance Claim Frustration

I logged our insurance claim on the 26th of January. Our claim got approved on the 5th of March incorrect. All feedback I get is that the specific consultant will call me back. He got hold of me twice and commented that he never gets hold of me - only to be told by the call centre he tried calling on a specific number which is not ours or on their system (so where he gets that number from I do not know). Yet here we still struggling sorting it out with no help!