Terrible Customer Service

If I could give a negative star rating I would. I have been trying to sort out a claim for almost a month. First few calls, no one seems to understand what I'm saying to them, so get sent from pillar to post with no luck. Eventually and luckily find an agent who actually listens to what I'm saying and gives proper feedback on how to proceed. Send the paperwork as requested, but alas, i receive no feedback. So, call again.. On my fourth attempt to get through to an agent, I again explain the issues, I get put on hold and not too shortly after just get cut off. This has been the absolute worst customer service I have ever received on an issue that should be incredibly straightforward to resolve. Not to mention that emails don't get responded to.

All I want is for my lost phone to be replaced as that is why I have been paying insurance for the past 24months.