Unable to go through to the relevant depth to make a cellphone insurance claim

I tried to make a claim for my phone again...I spoke to lebogang on *** claims dept who transfered me to another department so I could update my details...I held for some time then Nadia answered the call and suddenly hung up...this happened twice and was still unable to get through to that depth...all I needed was just to make a claim for my lost phone now suddenly my details are invalid however this is not my first claim....why do I have to always struggle with this team to get assistance?