Telesure Investment Holding Useless and False Promises

I am in the process of trying to claim back excess from a 3rd party. I am insured via Budget and the recovery is being managed by Telesure Investment Holdings. Over a month ago I provided Telesure with the broker details, after 3 follow ups and many promises, the broker has still not been contacted. I called for the third time on Friday the 6th Dec and repeated the same information. The agent assured me she would personally handle my matter and give me feedback that same day. I have not gotten any feedback. The agent even had the audacity to tell me it's Friday and people have year end functions so she can't promise anything. That should not even be mentioned to a client, firstly I have been making multiple attempts to get Telesure to do their job for the past month so have some accountability and ownership. Truly useless customer service, unreliable and actually ****s. At this rate I feel more safer physically going to the broker directly. What a pathetic service. At a time when your client is trying to recover monies spent for some else's wrongdoing it's extremely frustrating. I want this matter to be investigated for all the agents lack of competence and basic customer service. I want confirmation and proof in writing that the broker has been contacted.