Response on claim ***

I called the insurance call centre to request a claim for my damaged cell phone, I was firstly responded with a blank mail from the consultant who said they are sending me the claim form. I had to request the form again and it was eventually sent. I filled in the form and sent it back on the 2014/03/30 and received a response with the *** and was advised I would have to wait 5 working days and I did. I sent a follow up email around the 14th of April and I got no response. I have been trying to contact the contact centre for the past 7 days and I hold on for an hour which is exactly how long my lunch break is, by the time I knock off at 5pm they are closed. Yesterday the same phone I am claiming for decided to reject my sim card and I am not only out of a phone right now but I am frustrated and dissapointed. the only means I can be reached is via email at: [Email Removed] Can somebody please get back to me and tell me what is happenin please!