Terrible service

On the 23rd May I sent my documents for my cell phone Insurance claim.

On the 25th May I sent an email requesting feedback, as no communication was received.

On the 31st May I sent another email still requesting feedback on the insurance claim.

On the 1st June I received the below email stating that my query has been escalated.

To this day, I still have not heard anything about my insurance claim.

Im not sure where I should go to next.

They gave me a land line number, where I'm put from pillor to post. They after holding on for over 30 minutes at a time, they hang up. I also tried using their whattsapp line where everytime I enquire about my claim, I'm told "it's been escalated".

Please advise of the way forward as I fail to understand what the holdup is.