Absolutely disgusting customer service!

My parents lodged a claim exactly 4 weeks ago and till today we have gotten absolutely NO FEEDBACK! Every time we call for feedback or check what's the delay.. we get put on hold and they don't bother to call back or respond. Has the claim been approved? Has it been declined? WE DON'T KNOW! Can someone help or should we go to the ombudsman? This is absolutely disgusting customer service!