Shocking Customer Service

I've been waiting for feedback for more than 2 weeks on my cellphone insurance claim, every time I call I'm being told that it's with the Underwriters and there's no feedback yet and they don't know the turnaround time. How is it even possible that you don't have a turnaround time? What's even more shocking it's the pathetic customer service, they put me on hold for more than 10 mins only to be told that there's no feedback, asked to speak to someone else they put me on hold again for more than 10 minutes until I hung up...