Unacceptable service from Outsurance

Unacceptable service from Outsurance. I need to keep on calling for feedback (which differs each time) related to a claim that I logged on 8 December (Building Insurance) and I am told that I will be called back with feedback, which never happens. When I ask to speak to a Manager, I am told that unfortunately no Manager is available to speak to me?! When I ask where I can load a complaint, I am told that unfortunately I am only able to load a complaint after the claim has been resolved and I can then rate the service. We as clients, need to promptly pay our monthly insurance fee, but when it comes to actual claims, there are delays and unacceptable service. This is not the first time, it seems that this is becoming a norm with Outsurance.