Non Responsive

I got ****** on the 09 March 2018. I have cellphone insurance with Mobility 24 so I put through a claim for my cellphone. From putting through my claim for on the 12 March 2018, I received an email confirming my claim was received and a consultant would contact me within 24 hours. 48 hours had passed and still I had not received any communicaion from any consultant, so I called in. The advisor I spoke to said my claim was with Supervisor Check and I need to call ********** . I dialed the number numerous times and it does not go through. I waiting another 24 hours and still no contact or communication. I then sent an email to the claims department and received the following response: "I hope this email finds you well. Please be advised that I have sent an email requesting feedback to your claim handler who should contact you as soon as possible. Should you have any queries do not hesitate to contact us on ********** or email me. Kind regards," I sent a response asking when is 'as soon as possible' is as that is not a definite timescale. I have not received a response and every time I call in it is up to a 25min hold.