Bad clientele service

WORST EXPERIENCE EVER ! I had made a claim on the 16th of February, 11 days have passed without any real help. The claim consultant; Cristal Martin who has been helping me has very bad service. I'm always the one who's calling her to ask if she's seen my emails and on some occasions she says she'll call back and never does, she NEVER emails/calls me back to acknowledge the emails I've sent her which in my perspective is very unprofessional.