LIBERTY INSURANCE-SHOCKING SERVICE

I am very disappointed in how Liberty handles claims, i have policies with them for many years and this is my first claim with them. i always spoke highly of them as well as the consultant i deal with, but my first claim to them is a nightmare, im just wondering should i change companies as if i pass on i wont want my family to go thru this kind of poor service, its actually so shocking i dont know what to do as they dont come back to you they dont respond on email even dealing with SIZWE who is supposed to be the relations manager who attends to any issues he hasnt bothered to email or call yet he said my problem will be dealth within a week from him chatting to me. my claim was done in May already.