Bad service from Iwyze

I have lodged a claim with Iwyze about my home contents and was assisted by ***, I am very and deeply disappointed by his service, as he is forever silent on my claim, keeps on seeking photos that I sent long ago and I have proof and dates of those emails with attachments, when I call they always say he is not available, they will notify him by email to make a follow up on the claim but until today nothing has happened, yes I understand that I'm a new client but unfortunately no one could wish for their home contents be ******. Please help me understand what is my sin here, I feel neglected because Iwyze is the first to debit my bank account but doesn't deliver. Wow guys you are failing your clients.