Non existent client "service"

I have had my GAP medical policy moved to Old Mutual Insure (not my choice, theirs)and this month I am submitting my first claim. As the form wasn't clear I sent an email query to both the claims and customer care email addresses. After 24 hours i received auto responses form both saying i would receive an answer in 24 to 48 hours. That was 29 September and I have still not had any form of an answer. I then called the call centre and explained my query to the agent. She said I needed to speak to claims team and would transfer me. the number rang and rang and then went to voicemail, in a call centre !! None the less I left a message and have not been called back. On 6 October I eventually decided to submit the claim in as logical a way as I could. Again I got the auto response 24 hours later and have heard nothing since then. Tonight I called the 0800 umber at 5.30. there was nothing to say it was outside office hours but after holding on for 8 minutes as number 1 in the queue I assumed there was no one there.

How do you get to communicate with this company and find out where you claim is. Client service is abysmal. With the previous administrator I would have had communication and status updates by now and probably even the claim processed. Pathetic "service".