Patheic service

I am claiming as a third party. I emailed all the required documents to [Email Removed] on the 20th of November which was Friday. Robby is the guy that I am in communication with, and I called him to follow up since I have already sent the documents. He told me that he received the documents but not the pictures because they are blocked by the system and IT will look into it (unblock) it. They need the pictures to do their own assessment, then they can pay out. I called again on Wednesday and left a message for him to get back to me but he didn't, same thing on Thursday. I called him again today all to be told that I must go to the panel beater that will appoint me to, to get the car checked out because IT didn't send the car pictures back to him. He said he would call me back after an hour and he hasn't. I called again only to be told he has left for the day, while his colleague that apparently sits in front of him told me he is in the office and actually spoke to him while on the phone with me. I told his colleague that I've been calling and Robby isn't getting back to me. He told me that they are at work and they get busy (to busy for me maybe? because I don't know