Extremely painful process to claim

I submitted a claim for a television set last week. I followed up yesterday afternoon and was advised by the consultant she was awaiting quotes from service providers. She promised to phone me back later in the day with an update. I was able to get 2 quotes that day and forwarded them to her. She did not get back to me. I followed up and left my cell phone number with another consultant. I still have not heard back. I followed up again today and gave up after being bounced around departments.