4 months WFS gives generic responses to claim

I have a claim registered with WFS for balance protection since September 2019. They have been great up unit jan 2020 when I submitted my updated sick note and reports it took them over a month to get back to me requesting new doctors reports. Within a few days that was submitted and since I have not been given a proper update or answer its is almost 4 months since I submitted the required documents that is way over your 21 day SLA. I get the same reply to my emails I understand that due to covid19 staff are not at work but are working from home. Shouldn't a manager have access to a phone to even call a client if requested so many times. Please can I have some assistance in getting an update and getting this resolved. Thank you