Appalling...Despicable Service - Cellphone Insurance Claim

Appalling....Bad Service. I filed a claim for my cellphone insurance 2 weeks ago and have since not had any response to my claim. I have been calling their call centre 5 times to inquire on the status of my claim and after holding on for an hour to 30 minutes for my call to be answered not even once have I ever spoken to a consultant. I contacted the store which I filed a claim with and have been told that after calling the call centre they have been informed that my claim will be processed. I have been inconvenienced terribly for not not having a phone and not sure now whether to purchase a new phone and just move on with my life.