no response to my calls or emails

Hi. I have claimed to my insurance about my phone that broke and Pieter was last busy when i called him and he does not reply any of my emails and its been roughly 10 days and all im asking is for an update on my claim which he has not been processing. I did phone them on the 8th feb and did speak to some that told me from the last claim form i sent in his done nothing. Kindly could assist me accordingly. Thank you