Water/rain damage

My car got damaged last year on the 22 of dec and on the 3 or Jan was assessed by VW that the car has been damaged due to water damage. Then the insurance took over and up to this day, the insurance has not decided on what they are going to do with my car. My assessor is Paula KHOZA and I’ve been waiting for weeks so that she can give me feed back regarding my car. When one calls the call centre, one is told that they don’t know her and you wait for more than 15mm