Pathetic customer service no answer no help

I have logged a house hold insurance claim on the 19th December till today no one has called us or emailed us for assistance, we have called the call center many times and even today the 31st December still no answer or no help from anyone, we called over 4 times and awaited over 30 minutes a time, is this the sort of service we clients get and yet they debit my monthly on time, very pathetic poor service and I will be moving to another insurance company after they sort my claim out, absolutely disgusting take out money but provide the most horrible service.