Stinking customer service

My cell phone insurance was approved on 6th October 2020. I'm tied of calling calling finite and telling to wait for the call they are going to call me on that same day but never. They do not respond to my emails, they only respond when I write here on hellopeter and promise to call me within 2 days but never keep their promise. I'm writing here for the last time, I'm taking this to Ombudsman because its more than a month now not having a phone waiting for my insurance to replace it