Insurance Claims department are useless!!

It's almost impossible to get hold of the insurance claims department. I've sent 4 emails since 12th June 2020 and still no one has even looked at my claim. I phoned in countless times last week and was on hold of over an hour with no one answering at the claims department. I finally left a message yesterday and someone called me back and said she would look for my claim which she couldn't find so I sent it yet again and there's been no further feedback. I've emailed and phoned with no outcome so I am not sure what more I am supposed to do.