Poor service from admin plus

Had my phone fall and break 17/11/2020, rwported the matter immediately when i received the form via whatsapp. Didnt get a call back and had to call the whole day with no luck to conform that they had received the form. I was only able to get hold of a consultant on the 20th where i was promised a call on 23/11/2020 for a claim number which nwver transpired. I have been calling with no luck and i am afraid they will not assist claiming thay i reported late. Their cistomer service is very bad