Oakhurst Insurance is not Customer-Focused

I have been unable to contact my claims consultant, Marisa Mekenna, for the past week and this problem has occurred before. I was sent a Cash in Lieu Settlement statement that belonged to another person and I called Marisa to ask about the amount to be paid. I could not get a hold of her for a week. When I managed to get a hold of her, she told me she had been off sick. We then discovered that the statement belonged to another person and we discussed over the telephone the amounts that would be paid out to me. She then sent me the right Cash in Lieu Settlement statement with amounts as discussed. She also said that she would ask a consultant to call me to discuss upgrading my insurance plan. No one from Oakhurst has called me since. This includes my personal portfolio consultant, Charney Vlok. On the 28th of May I was paid out a portion of the amount I discussed with Marisa and I have been trying to contact her this entire week to get an explanation about the outstanding amount. There is no answer on her direct line and she has not responded to my email. This is completely unacceptable. Oakhurst should have appointed another consultant to me