No answer for a desperate client

I have been trying to get hold of someone at the call centre since last. I resorted to sending email while still trying to call. When someone eventually answered the call dropped. I emailed the complaints team on 25/01/2021 and one attempted to call me, no acknowledgement and no feedback. My neighbor has been affected by my issue as well and all I asked was for the process to claim. This is a **** business. Friends of ours had their geyser burst on Monday. Yesterday the insurance company pitch and matter resolved today.... Here I am awaiting a Flippen response on an email for a leak in my shower and nothing... ZILTS... NADA.