Bad Service from TFG insurance..

So I purchased a laptop at Markham in 2019 and I made an insurance claim in October, but I've I've beeeeeen going to the store they are always put on hold. I tried to call myself the line just doesn't even go through it just goes silent..I'm so frustrated I even want to cancel the insurance but how do I even do that when their line doesn't go through. I spent a whole hour at the store because we were holding. Now I'm I'm even considering reversing the debit orders because what's the point.