Very bad service

I have submited a claim with old mutual 8 days ago. Every time i send an email it is just an automated reply. No one contacts me or email me to tell me whats going on. Once called the center where i hung up after 20 monutes. Other time 15 minutes waiting for a consultant. That is very bad services. Dont tell me there is not enough people or there is too much work. Start working. Very quick to take your money but when they must give you money... Its a flat ignore. Trust you to keep our money save for a rainy day.. Now that its raining, where is it now???