Absolutely disappointed with scorpion legal specifically Nazreen Bux

I'm with scorpion,for my funeral policy and my legal policy,I have been paying for this policy for years,and this is the first time I have ever claimed from this policy,I called them on the 1 July,because I had a problem with my landlord not paying my deposit money after I place a month's notice to move out after I bought a house,today is the 14 July everytime I call them I'm told that Nazreen Bux is going to call me as she will be assisting me,till date no calls from them,but I have been wasting my airtime to get a hold of them, according to them Nazreen Bux is working from home,clearly she is not working,I'm really frustrated and unhappy with the service