Claim has not even started after 3 weeks

This is not what I expected from a Insurance company. My phone was ****** on the 16 of may and I have called 7 times and sent over 10 emails . every time I call the say the cant pick me up on the system and I have sent my Invoice that clearly state that I am Insured and the just say that they must capture me .It is already 3 weeks and the proses of my claim has not even started yet That is not what I expected .