BAD cusomer service, No feedback

I tried to cover my cellphone on the 24th of June, they reply a day later (25th June) and requested my policy number. I supply it thinking that the process is done. The following day (26th June), they come back to say they require additional information, like the serial number of my phone. I ASKED THEM TO GIVE ME A CALL. To this day, no one has contacted me. I lost my phone in an accident on the 27th June and I informed them, asked them if the claim will be honoured and all they could say was \I had referred this to a colleague of mine to call you back however it seems as though they did not get a chance to do so. Please be advised