unable to get assistance

It so sad that when u take the policy you get 100 phone calls. I sent a claim in September 2017 as I was hospitalised I have not gotten any calls and I was unable to follow. For the past week I have been calling and asking them to call me back they say they will but don't end up calling I have sent so many emails with no responses half the time. The next thing will be we are unable to process your claim because it's been so many months. I have proof of emails that have been sent from my email address from September right up untill yesterday. The one agent actually told me via email that I must call the call centre and that they can help me after me requesting her to contact me