Claim follow-up

We lodged a bulding claim 2 weeks ago, we had to follow-up a week later and was told that once a report is received the claim will be processed its been a 4 days since report was done and submitted. I called early this morning and was told by the consultant that I will be contacted, 2 more calls from myself was made between 13:30 and 14:55 and both calls lasted more more than 40 minutes with no one answering