Failure to address customer query

The customer services is pathethic. I lodged a claim on the building cover that I took and it has been close to a month I have had no update since the assessor visited my property. Tried calling but would be out on hold until my airtime ran out. No one has even attempted to call me despite having received my email. I only received a return mail as proof that the matter was being forwarded to somebody who was expected to respond but this has not happened till today.