Claim not being processed

I am struggling to get through to them in the first instance. I have proof of waiting just under 18min on the phone and no one answered. I have submitted a claim on the 10th of Jan 2019 and today is the 30th of Jan 2019. I haven't heard anything from them regarding the claim not even a follow up saying that they are still busy. I followed up once from my side and the answer I got was "the turn around time is 15 to 21 working days but you claim is being assessed" if my calculations are correct its passed the initial waiting period and yet still no feedback from a soul. This is ridiculous!!!! I'm on hold as we speak with a new call and I have been waiting just over 10min this time.

Ridiculous!!!!!!!