Taking a long time with no communication

On Saturday, the 29th of August, I accidentally dropped one of my DSLR Camera's lenses. I took it in to Nikon on Monday, 31 August, for an assessment of the damage, early the next day I received a damage report from Nikon and IMMEDIATELY contact King Price to lodge a claim for the lens which had been insured as a portable possession. I was assisted by Elmarie Boshoff who started the process for the claim and asked me to email her the damage report, which I immediately did and she acknowledged receipt via email. That is where the good service from King Price ended. I emailed Elmarie a few days later inquiring about the progress with no reply, I phoned King Price and was insured by someone that they would ask Elmarie to give me a call as she was handling my claim, nothing. I emailed again and phoned twice over the days that followed and only received a phone call from Elmarie on Wednesday, 9 Septbember, informing me that the procurement department would contact me to arrange collection of the damaged lens and that the claim should be finalised by the following day. It is now a week later and I have emailed her twice again with no reply. This is unacceptable.