I will probably need to use my insurance to make a claim, but they do not return my calls, they sent me a email saying the claims dept. would get back to me, a week ago… not a word.
Just called them again and they put me on hold for 30 minutes … then hung up

Yes, that sounds like expected behavior from an insurance company. They are not in the business for paying claims. They are in the business for paying shareholders. So do not be surprised when they ignore you.

Also wondering why you posted your concern at this message board? Since you are a non-member, then I assume you are not an inspector and are not talking about inspector insurance concerns?

Take good notes, Stephen, and send them a certified return receipt letter.