Unable to solve uncovered trip issue

Have logged numerous calls with regards to trips recording as uncovered trips in the insure app. Every time the company representative will start with phone compatibility, phone settings and lastly blame the app asking me to delete and reinstall the app. I then get told someone in the technical side will look into the issue but I never receive a call back as promised. After waiting for a few days I then call to enquire about the call I lagged and no records of previous calls made and you enter the never ending loop from the start.