Ignoring correspondence and not providing feedback

I submitted a claim to Innovation for a chip an dent policy. After telling me that I am only allowed to claim for R2500 I had to phone them, as this is not what my policy states. The consultant that I talked to advised me that I need to submit the incidents as separate claims. After getting the quote split up and resubmitting all the documents, I was told that I am not allowed to submit 3 claims at once, only one will be dealt with and the damage on the other claims, will there after be considered as pre-existing damage, which I then cannot claim for. After sending emails, my mails got ignored, and I had to phone them just to get answers. After a lengthy call with a consultant, that tried to convince me that a claim and incident is the same thing, I got transferred to a Team leader. Her name was Karabo Khalema. She stated that I was correct that the incident and the word claim does not mean the same thing, and that she would escalate the matter for me. It has been nearly 2 weeks now, and I still have not heard back from her. She does not respond to my emails and her landline does not ring, it just drops when I phone her.