Poor Show

So on the 2nd of February 2021 I had a incident which saw my phone bounce down a flight of stairs which rendered it being unusable, at 1st literally 4_5 days the level of service from pineapple was transcendent in every aspect, the required information was given as requested and the last 2 days its dead silence, have left countless messages via the web based platform i have called but only reach their automated voice line to which I have left countless messages to be called back. I just need to know and understand the way forward, I have some valuable items also insured here and was on the brink of insuring my vehicle but have serious doubts now, if they are oblivious to a cellular phone claim imagine a larger item of value,