Left in the dark without feedback or correspondence

Really disappointing service. I was with Alexander Forbes and then the insurance merged and my policy fell under Momentum. I submitted a claim for a ****** iPhone on the 9th December, took them 2 days to send me a claim form which I completed and sent back on the 14th December. A claims consultant contacted me on the 18th December to say she has taken over my case and then asked me for the ITC number (which was in the claim form I submitted). I have been trying to contact this claim consultant since the 18th to get a status update but she does not respond to my emails.

This is a really frustrating experience not having any transparency or correspondence from an insurance provider.