King Price Not Responding

No feedback from claims department. Its been about a week now I had emailed them with all the documents and have been trying to call to get feedback, and all I get told is that the person in-charge of your case will contact you. when asked for his details for me to contact him, I get the story that its not possible as he is very busy and can't be contacted. Is this the service we pay monthly premiums for? I just want to understand what is the plan of action with the claim.