No interest in customer queries-passing the buck

I called in the morning at 08:58am today and spoke to Gareth. I explained my story and I wanted to claim for my device insured. He read my e-mail and I advised that it was wrong and gave him the new one. He promised to se me claim forms. Time passed nothing came through on e-mail. I called again at 09:40:40am spoke to another guy who showed no interest but he made me hold and said Gareth should help. I then asked him to check if my e-mail is correct and it was taken incorrect