Complaint of useless service

So I have been trying to get hold of Alexander Forbes for the past 3 weeks in regards to a 3rd party claim as their client smashed my car very badly and it is a risk for me to drive. no one has bothered to be on contact with me or return my calls or emails. I manage to get hold of a gentleman called Suleman Mokwena, who said he would send me through the offer over a week ago! to date nothing and when I call and leave messages nothing. this is a HUGE company, how can you be so useless????