iStore InSure no communication

After my phone was ****** I got all the required information from the police station and tried to submit my claim. The claim website wouldn't allow me to submit as the page had issues. The email I was told to contact when I received the insurance bounced back. After calling the support line four times and being put on hold for 30 minutes each time I managed to get hold of someone who sent me a manual claim form. This was submitted and I've received no further information on ETAs or confirmation or receipt. Every time I email they say it has been escalated... It's been two weeks with no response on whether the claim was accepted and processed...