Transferred twice and still not helped

Called your call center to ask whether my phone is covered for screen damage, was given a number to call ***to ask them. Called them to ask and the lady just didn't listen nicely to what I said at all. She says that she cannot see my information and that I must call the call center. Transfers me to the call center who tell me that systems are down. All I want to know is whether I am covered for broken glass damage on my Samsung S10+. Why is it so extremely difficult to contact and get answers out of you guys?