Very bad employee never responding to customer mails and requests

I'm really experiencing trauma of my life on my third party claim with this insurance.. ever since we lodged a claim on 28 September 2017 even now my claim status is unknown to me. Ever since I got a mail from one of their resource Welcome Mo***eng two almost 3 weeks back informing the claim is currently with some person named Moosa Nabbie. I have been sending mails daily to Moosa Naabie just requesting to get to know the status of my claim, I don't think the person even bother to read my mails.. he never responded to even a single of my mails... I'm now stuck, I don't know who to go to now. I can't understand why they are facing difficulty on just letting me know my claim status.. my claim number is ********** 43. I just wish to get his manager details hopefully they will attend to my claim. I'm really paused about their level of communication to customer. It shouldn't be difficult to let know one's claim status.. how can it take 3 weeks, no email response.