Pathetic service from Portfolio manager and Secretary

Very poor service. I have been dealing with Wakefields for the past 2 years and the portfolio manager of our block always had a don't care attitude or was disrespectful. Today I had very pathetic service from his secretary when I queried about my burst geyser claim submitted last week which I had outlaid money for. She tells me it can take 6 weeks, When I told her what happens if I can't afford to pay my bond and levies this month because I outlaid alot of money. She tells me to speak to her with respect or she will cut the call. I said no problem I will contact the insurance myself. My husband then called her and when he asked her to give him the claim number she said I can't give it to you now, email me. I jumped in and said but we sent you an email this morning and got no response. She said if we are unhappy contact the portfolio manager. I said we emailed him too and got no response. She tells us I don't need to entertain your call and cut the call.