Tellkom Insurance

So my iPhone is in for repairs, I don't know what the issue is but the phone is not switching on but LCD screen seems to work.

Telkom insurance has increased my access, procedurally. However, I have asked them to advise what the cause of the damage is, numerous times, because I don't want to be charged additional access, unnecessarily, should the problem persist and I have to book it in again. I keep on sending e-mails and they ignore me. This has been the case since last week.

Any advice on what I should do?