Most unhelpful Customer Service Process

I have submitted a claim in September 2024 and have received no feedback on the outcome of my claim. I have done multiple calls to them and received the same feedback (Your claim is being finalised and you need to wait for the outcome). I have tried to escalate my concerns with no progress. I have sent an email to our HR to move to another service provider that is customer centric and one is able to speak to managers that can actually assist.