take forever to pay out

I lost my phone due to toilet damage, phone insurance company. Gave my documents needed and waited for a call to have my phone pick up to be analysed to make sure that I am not lying about my phone landing in toilet, got one phone call they don't look at lg phones 2nd phone call could not be bothered to fetch my phone until monday, policy states turnaround time for any claim 24 hours as long as you submit the right documents, I send a lot of emails to tshepo at dial direct and not one responce back how is this customer service 24 hours has come and gone what now?