unprofessional and extremely bad service

I submitted 3rd party documents on the 24 of May 2018 and on the 1st of June the claim was authorized, waiting period before matter is resolved is 60 working days, with some feedback during the process, I have NOT received any feedback till today, 60 working days is way over the lady who is responsible is always not available i have been calling for 2 weeks, i have left my number for her to call back, sent her emails but nothing is happening, off-late when i call and ask for Odelia Heynes they drop the phone which is very unprofessional. I am very unhappy because my car was crushed by their client 3 months ago at he back, and it has not been fixed.