There is a waiting time with auto and general dont bother holding your breath

Ive logged a claim on Saturday regarding my husband's mobile phone which got accidentally damaged. I called in roughly between 9 and 10 am when I took place and logged a request for assistance on the app . When I spoke to the agent on Saturday she mentioned she will get someone to assist me to log the claim successfully. Im still waiting. I called this morning to follow up was advised tbe claim details above not been processed. I then proceeded to wait for assistance from a claims handler . I did not have the imei number at hand and asked that he called me back in 10 min while I locate the details . Its been nearly 2 hours and im still waiting on a call back. I then called again to check with the insurance and was advised the person I spoke to earlier logged tbe claim with the claims handler and they will call m3 back I have to wait. I mentioned to the lady on the phone a few moments ago that this is a business mobile number and I understand that there is a process but I don't understand why people dont honor to call you back or provide an update . I appreciate that fact that im with an insurance for the longest time that chooses not to prioritize clients .