Poor service by old mutual insurance

On the 14/02/2019 I submitted a claim to old mutual insurance (claim no. ********** 77) and submitted all the documents old mutual requested to process my claim within 2hours. 30 days later no one from old mutual contacted me to update me on the progress except for when I call them. I've been dealing with a guy by the name of Moosa Nabbie who proved to be *********** as well as his supervisor Ashish, when I escalated the matter to him all he could tell me was they couldn't get hold of their client. Now my question is why am I being inconvenienced by their process which has nothing to do with me, I'm not asking for donations it's their duty to attend to my claim since their client damaged my property than telling me stories.