Swarovski glasses not honouring their insurance by no feedback from Sales representative of KZN

I purchased a pair of Swarovski glasses from Specsavers in Hillcrest. Unfortunately after 2 months I dropped my glasses. Whilst I could still wear them, they are *****ed on my face. I have now been waiting for 4 weeks for a response. Please note that the glasses are insured with Swarovski, and this was mentioned during the first 6 months that if anything happens to the glasses, they will be replaced. What I find unacceptable is that there is still no feedback from the Sales representative of KZN who works for Swarovski, and it is now 4 weeks. I contacted yesterday customer care on their website but no response received from them. Unfortunately the whole situation reflects negatively on all concerned as there is no solution and no feedback.