Insurance claim

I put in an cellphone insurance claim about a month ago then i was called by Edgars saying that my device was not blacklisted even though i had a reference number. i then called the service provider and the mistake was on their side they blacklisted a wrong phone. So i was given another reference number but i couldnt do a follow up or go to the store due to some person problem i had, So i tried to call the store their number is forever busy and i also tried to call the call centre and they transfering me from one department to another. im frastated now