Hollard Cash Insurance

I insured my cell phone with Hollard insurance through Edgar's and I have been with them for more than 2 years. I have not missed a payment nor have not claimed for as long as I've been with them. My cell phone broke last week after falling and I went to Edgar's, contacted Hollard insurance and they couldn't find me on their system with my policy number or with my ID number. I had to email bank statements so they can see the debit order of Hollard cash insurance to their claims department. I emailed enquiries and on both emails no response. I then contacted them again at jet stores they found me and the consultant said my claim has been logged and I will receive a sms shortly or after 24 hours. It's been 6 days and still no communication from Hollard insurance. This is absolutely pathetic for a big brand such as Hollard to debit every single month for more than 2 years and when I needed to make a claim they can't find me on their system, the consultant ****, no communication, poor service! Terrible experience with this company and wouldn't recommend anyone to take insurance out with them ever!