Bad claim experience

I have processes a claim through to Stratum received multiple emails on required documents to phone them to be told it should be processes through Unity. When I process the same claim to Unity I only received an auto response email. When I called in a week later to follow up I had nothing but "oh I escalated it" when requesting to talk to the claims department for feedback I was also told they don't take calls. Well if I don't get feedback via a telecom and don't receive any emails due to a claims department not taking calls. I get very frustrated as this is my first time claiming directly and experiencing bad service from day 1. I need the claim refunded immediately as this has gone on to long. Otherwise await our cancelation.