Still no feedback on storm claim logged on 8 January 2018

We logged a storm claim on 8 January 2018, we have still not received any feedback after the assessors came out, when checking the progress of the claim online the status is open but doesn't provide any indication of how far the process is. I have requested them to call me back via the online service and logged a complaint but have not received any feedback in the last week. When you call the call center you hold for 20+ minutes before you get to speak to someone. We had the same problem with their short term insurance service and cancelled it after, looks like we heading in the same direction.