Hollards phone insurance

I bought a phone in December and took out insurance through Hollards. My phone fell on the 24th March, was working until the following morning when the screen went black. Went to Edgar's at Westgate to log a claim for repairs and I was told they can't even take my phone since the initial lock down was starting the following day. I was forced to buy a new phone to use meanwhile, the lock down got extended and I called Hollards on the level 4 lock down asking what to do since I was still stuck with a broken phone I pay insurance for. Each time I would call the consultants would me hold on end or send me from pillar to post until one consultant was able to log a claim for me and told me that it had been a long time since my phone broke so I should call again in 5 working days to find out the status for the application and I called back, was told that the claim was approved with the provided reasons for lock down. They asked me to confirm my address and I did but No one has come or contacted me regarding the collection and Iv gotten exhausted calling them. It's the 3rd month now with a broken phone and they still accepting their monthly payments. I need a resolution real fast!