Why is my insurance claim not sorted out?

My name is Berdine Lane and I reported a claim (15/083375) on the 16th of November and my claim has still not been sorted out. I have made various calls and have spoken to numerous call Centre agents with no joy. I have tried many times to speak to a manager and end up holding on until the phone is put down. I have had no repairs done to my home and there are various unsafe things including an open ceiling and exposed electrical wires. I think that this service is appalling and I am very upset. I would like to speak to a person that will be able to make decisions about my claim and is a manager that won't pass the buck.