No service

I lodged a claim (Claim Number: 17/099383) on the 2017-12-18 and have emailed all the necessary documents through. After phoning numerous times and waiting for someone to answer, the last time it just rang and rang after listening to the automated voice recording for half an hour. I have also logged in to the website and requested a call back twice, and to date no one has contacted me. Why have a call back feature on your website if no-one can honour it? This is pathetic service!