INSURANCE CLAIM NO RESPONSE

I have submitted a claim form on 23 June 2015 for a ****** phone via email. The reference number I got was ***8. I have not received any feedback, I have tried to call many times their call centre number *** and either they are 'experiencing network difficulties' or the call drops or you hold forever. I have even tweeted and still no response. It is surprising that one cannot get hold of a person to speak to who can account for this claim. As I am typing this complaint, I have been on hold for 25 minutes.