cellphone insurance

hi, for past two yrs i have had insurance with admin plus but for the first time i have received a bad customer services . i do know if the the person who deal with claim is new or he doesn't care about customers emotions. it's going for a month and nothing seems to be going anywhere. Is it admin plus process of dealing with customer or an individual.look i would like to continue their support but am having a second mind. Regards, lucky masiga