No service at all

I logged an insurance claim in August the phone was eventually picked up in December after they'd promised a pick up in mid November. Nobody pitched up, nobody called me. <br> <br> They had no loan phone as per my policy, I was just pleased they'd be fixing my phone.<br> <br> Since then I have tried conservatively 40 times to get feedback, today is the first time somebody from the Insurance help desk has picked up. I've also sent about 20 mails to insurance queries as suggested on the auto responder. <br> <br> The support person tells me my phone has not been booked in because my find my I-phone was on. They tried calling me once... Ever since it has been sitting at the courier waiting for GOD KNOWS WHAT.