Guardrisk insurance "IGNORANCE"

I lost my phone ont the 25th, I went to Mr price to ask for a claim form to no avail, they gave me a card with contact details for guardrisk. I only emailed them on the 3rd of August to ask for a claim as I had no access to a smart phone, they only sent me a claim form on the 11th of August and sent them a filled in claim form and an affidavit from the police station. They have never rep**** to any of my emails even after consistently emailing on different occasions they are just quiet. I'm starting to think they are a **** because their automatic reply system states that they will contact you within 24hrs but it's already past a month since I contacted them.