Bad service

I submitted my first claim on 01.04.2020 and by 06.04.2020 the claim was completed and paid out. I had a second claim that I submitted 11.05.2020 and to date I haven't received any feedback. I have sent numerous emails and when I phone they promise to phone back. Apparently their policy is to phone back in two hours - as per above dates, I have been waiting for two months!! I understand the personnel is working remotely, but this is still this is not an excuse to ignore my claim for two months. Please, will you make contact.