Worst Insurance Company ever

My phone was collected on the 23rd March to be repaired. The last update I received was the 30th March saying they are in the process of replacing the device. After sending 2 follow up emails, one complaint on their website and trying to call numerous times with no success , I still have not had any update from Finrite. I've paid insurance on the device from October 2017 and this is the first time I've ever claimed and had no updates or assistance . This is really frustrating. When you try calling the call centre , the agents always say they can't hear you then drop the call. How is this company allowed to operate like this ? Taking money from people on a monthly basis and yet when you have to claim , you have to run after them for an update. Very unprofessional.