Unhappy with Service

I've always had good service from Outsurance which is why I stay. I've dealt with Claims and Client Services and never had a complaint regarding their service. I'm now dealing with the legal department for a liability claim and the service is appalling. I received an email on 29.04 requesting additional photos which also mentioned that the agent was asked to attend to the matter and finalize it by Friday (last week) I called on Thursday requesting to speak to Pierette Groenewald, she was not available and I was told that she will call back. I called on Thursday afternoon again and was told that she will call back. I called again on Friday and again, they said she will call back. I said that my next request for a call back will be on HP. Now it's Monday morning and dololo, no call back! My landlord (third party) was contacted but also did not get any concrete feedback and we are not sure what else is outstanding so we can get the matter finalised. Please ask a SENIOR MANAGER to contact me to provide PROPER feedback with exactly why the matter is still pending and what's outstanding. I have mentioned that this is extremely urgent as the garage door is damaged and I'm worried about the safety of my vehicle.