Service level poor

I have been trying to contact MFC claims for more than three days now, my car was written off and My comprehensive insurer drew up a settlement and there is a shortfall, I have shortfall cover with a different provider AD Cover and they asked me to tell MFC to request the shortfall from them. I was informed that she'll contact me and so far I have not heard anything. Whenever I call my calls are diverted to Natalie does not pick up, I used the direct line still not picking up. My Account number: *** is showing that I have arrears. I don't know what's going on with my account right now as no one is helping me.