poor service from vehicle insurance assistance

I have my car financed with Nedbank, and I've been attempting to contact the claims department on the number specified in my contract since last week, but all they've done is send me from pillar to post. I ended up filing a complaint online stating that I require assistance with my claim, and an agent called me on Monday stating that she will find someone to contact me and assist; however, no one has contacted me as of today, and I am becoming increasingly frustrated as everything is simply standing still.