Very disappointing service

I am still waiting for a response on my refund that was a fault on Outsurance side , I have sent the relevant documents that they have requested, but no one has bothered to call me. I did receive two calls today @ 12:23pm which rang twice and cut off then again @ 13:51pm which I answered and then was cut off, is this how you say you contact your customers, absolutely unprofessional. I want this solved immediately.