Non-responsive staff

I submitted an insurance claim for my cellphone almost a month ago. I have since not received any feedback. I have called to follow up three times now. They cant even search my profile using my ID and always have to ask me for my policy number. I have one phone insured with them but they asked me about another which I never insured with them. They always say they will call me back but never do. The last time I called them which was about 5days ago, their systems were down. They took down my details and promised to call me back as soon as they are up. I guess the systems have been down for the full 5days.<br> <br> There is some administrative mess up thats going on over there. Im pretty sure they are quite good at collecting premiums though.<br> <br> Im so mad. And to think I never approached directly. My contract is actually with DialDirect.