Insurance claim not prioritised

My phone broke and I filed a claim on 21/07/2015 and to date I haven't received any correspondance from the service provider. When I call them my call ends with voice prompts where they just tell me that they are unavailable due to the volumn of calls they are recieving and that I should try again at another time. This month (August) they increased my premiums without informing me on top of not fixing my phone. I feel unfairly treated by this service provider as I am paying for services I am not receiving from them.