Poor service

I logged a claim with Absa Insurance for my Cell phone, there was an issue with the speaker, doesn't always work. The phone was collected and a week of so later I received a call saying that the claim was rejected due to Wear and Tear, reason being they cannot find any physical damage to the phone (no scratches or dents) although there is a phone cover. I was given the opportunity to lodge a complaint which I have done on 19 May and hot a response the next day from Angeline K**** whom advised I will hear from her with 2-3 days with a resolution. I did also request the full report from the service provider as well as their credentials to see if they are Apple accredited. Till today I have not received any response from ABSA Insurance even though I have been calling and emailing everyday since the past week. COMPLAINT (C-***8). Can someone please assist