Operating hours, call center, unanswered claim

It has been an on going fight to receive my claim. (Mon 13/04 around 9:30 am )After making a claim about my damaged iPhone, I was promised that damage assessors will contact me with in 3-4 hours, but the consultant will call my by the end of the day to make sure it was sorted. (Mon 13/04 17:05) once I haven't heard from anyone I tried calling First For Women only to have the phone ring for a while and to get an automated answer stating \You have call outside of operating hours. Our operating hours are between 8 and 18:00) "I phone at 5pm. I phoned again the next day (tues 14/04) to be told it will actually take 24 hours so it will be sorted by the end of the day. (Weds 15/04) Still no feed back so I call once again"