Big gap in gapcover: no service!!!

About three weeks ago I put a claim in. After a few days, send another email, no response, except for "Thank you for engaging with us." More days went by, send more emails, still nothing. Phoned yesterday, was promised they will phone me. It is now 10:30 am, still nothing. Honestly, how can a company have an email addrerss, but it does not work?? And if they are very busy, how long does it take to just send an email telling the client they will get back to him/het asap?? But to just ignore the emails?????