Claim not being finalised

My vehicle was severely damaged on the 9th of Jan this year by hail. It is more than 2 months later and my claim has still not been finalised. I have made over 10 phone calls to the call centre and sent around 20 emails. Everytime I call I am told my case will be made priority and dealt with yet we are still awaiting a final amount from the insurance for my salvaged vehicle. My father has been a client of Mutual and Federal for over 30 years. My vehicle has been insured on this policy for 11 years and I haven't claimed once. It seems Mutual and Federal are very quick and happy to take your premiums every month but when it comes to paying there is every delay tactic and excuse in the book! I am so frustrated and irritated!!! I have spoken to so many people who don't assist. No one cares. I was even asked by one call centre agent if I would like to be re-directed to the complaints department? Oh my word 1) is there a department only dedicated to complaints? 2) if I complain, will anything be done? I have been NAGGING people to help me for 2 months!!!