NO Feedback after repeated calls!@

Firstly we are totally disgusted with the way Outsurance is handling our claim. We have already complained once about the fact that Donelle does not get back to us. this is my Claim Number ***. Outsurance is meant to arrange for documents to be collected from us. NO ONE CALLS US. We have called Donelle repeatedly and we are always told she is not available and that she will call us back. We are still waiting, it is now a week later and we still don't know if we are being paid out and when. We are now taking this up with the ombudsman, to query the amount that Outsurance wants to pay out as well as this disgusting service we have received. This is my husbands number *** and this will be my LAST request for him to be called and for the collection of the documents. We would like to know exactly what is happening regarding our claim. Donelle had the audacity to send me an email with her phone number. yet she CANNOT answer or return calls.!!!