Do I have a valid claim or not?

The service here is horrible. I have a simple query for 2 weeks now, “Do I have a valid claim or not?”. I have been taken from pillar to post, no one can answer this simple question. Their phone lines are always unreachable, they take their time to respond to emails. I have left dozens of messages at reception and no one gets back to me. Going to the offices is a waste of time, they do not take walk-ins due to covid-19, this would be understandable if I had not called in first to ask if they would see me and the answer was “yes” only to be turned back at the security booth.