Unable to get through on call with insurance

I had an issue with my decoder 3 days ago. I took it in to the DStv walk in centre in edenvale were I was told that they did a flush on the decoder but it is still faulty. Ever since i have been trying to get hold of the insurance team to let them know what’s going on and every time I’ve called, I have been on the phone for no less than half an hour and still did not get through to any agent to assist. What’s the use having the insurance if I cannot claim?