My car was broken into, I phoned them to start the claiming process

My car was broken into, I phoned them to start the claiming process. 1st I couldn't get hold of them. Tried from 3 phones and all the lines were busy... once I finally got through, the operator didn't understand the problem that I was having. Then when I requested a call back on the 29th of September and still waiting for the call... Along with that, the App is not working anymore. Keeps closing the app by itself.