Dismal service by Momentum

I lodged a car key claim last week and I've been on their customer service call for 10 minutes with the annoying "We value your call" automated voice with no one attending to the call. There have been no updates whatsoever since last week. This is poor and unacceptable customer service. I also have a claim that the third party was clearly at fault and was promised by the insurance a year and 6 months ago that it will be followed up and my money recovered. To this day nothing has happened. What is the use of having an insurance like this one?