Call Centre Does not answer calls!!!

My vehicle had a problem with its MAF Sensor (I believe) and had to be towed in, etc to be sorted by an RMI approved workshop. From the date the claim has been lodged, the workshop has not been able to get hold of the call centre staff to enquire about the status of the claim, this has been over a week now! Even I tried and end up sitting over half an hour with no answer! What am I paying for if my claims cannot be honoured?