Disappointed

For almost 2years i am trying to get my claim resolved. No feedback i have to follow-up and if i do my calls are not being answered. Or they give the msg to the receptionist. If the call does get answered, then i am being told i might not get my money back. When i called them and asked for advice before everything was actioned. I had to contact the contact the other party to get information on my claim, very disappointed with the level of service i am getting, it's pathetic and i am a paying client.