No response to emails and legal department is never in the office.

Initially, i had to email the legal department 3 times and received no response. I called 3 times and the response was that the legal department isn't in or that consultant is not in. Eventually i received a response via email, i then submitted the required documents for the 3rd party claim and again no response. I have called them 5 times following up with my claim number and the response i keep getting is the legal department is not in. I need this claim processed immediately, this is the worst customer service i have ever received! How do i know whats going on if the call centre cant assist me, i don't get responses to my emails and the legal department is NEVER IN. I expect a response and assistance on this matter urgently. Thank heavens it's just a third party claim and SANTAM is not my insurer, I would never refer this company to anyone.