VERY BAD SERVICE

I've been a loyal client for Miway for more than 4 years and trusted them that will give me a peace of mind in case something happens to my belongings that I have insured with them, but instead I get the opposite of that. I nearly lost my life with that accident and instead of recovering well as per the doctor's instruction they are giving more stress as it's been more than 3 weeks ago and up to today, I don't have any feedback regarding my claim even though I furnished them with all the documentation they required. The assessor appointed Shahid Koeries, I last heard from him more than a week ago and he doesn't take my calls nor returns my messages. should I contact your CEO Burton Naicker or the Ombuds man to get feedback because I'm not happy with the way I am being treated?