No feedback on emails, telephone hold times too long

I have submitted my insurance claim and made payment for the excess amount, but I am not receiving feedback on my follow up emails as to when I will receive the repaired handset. I also had a query with the collections department that still hasn't been explained. May I please have feedback regarding this? I am not willing to hold on for 30 min + just to speak to a consultant. I have been told to phone two different numbers today already.