It's been 2 weeks and they haven't contacted me ba...

It's been 2 weeks and they haven't contacted me back. I called 2 days ago and I was told that they had an estimate for me but everybody was taking lunch and no one was able to assist me at the time. I was also told that Ms/Mrs.Santana is a very reliable person and not to worry, that she was gonna give me a call later on that day and I still haven't received a call. I also haven't received the claim form. Very unprofessional.