Poor service from Game Sure

I have a policy ********** 287723 taken out with Game Sure. It expires in June this year. I have reported a faulty Defy washing machine on 18 Feb 2019 - Ref no 69819. Nobody phoned me until I have reported it again on 20 Feb 2019. The lady @ Game Sure informed me that the technicians did try to call me but no answer. I had no missed calls on my phone. The technician phoned me on Friday 22 Feb @ about 09:00 and asked me where we live. Nothing further. I do not know what to do anymore as it seems like Game Sure does not care about the customers and the technicians are clearly not interested in fixing the problem.