Worst insurance claim process ever!!

If there is ever a company I regret using its woolworths. I submitted a balance insurance claim 3 months ago, sent multiple emails following up on the claim, they either do not respond or respond after a month. In the mean time after receiving my claim they have not placed a bar on my account and they keep sending me emails demanding payment and threats of handing over my account. Cannot call the insurance department for some reason and yet they don't respond to emails