No feedback on claim submitted

I have been a member of The Unlimited for many years now and only had to claim now. I have submitted the claim but have not received feedback regarding the claim, I have contacted the claims department several times but cannot get through, I also contacted the customer care department several times and spoken to the ladies there but they have not been able to assist me with information either. I have also contacted Miss Lerato Lusite (she is the customer care executive who assisted me so kindly previously) but I am unsure if she is still employed at the Unlimited as I have not had a response. Not sure who else one can contact or how one can get information on claims?