Service

Took my handset in for repairs on the 6th of January 2019 , on the 9th of January I was contacted by the store asking me when & why I brought my handset in , as the gentleman who assisted me had "just left" the phone in the office . I have received sms's with regards to the job number & quotation price , which I was explained to not only in store but by customer care I shouldn't worry about because the insurance would cover it. Now I have called the Somerset Repair shop since yesterday & only managed to get feedback today , informing me by a male named Shakeel that the claim has been rejected by the insurance but he does not know why. Then I have to call the insurance department to get more info as no one I have dealt with thus far has even offered to go the extra mile or even had the decency to return my call. I have called the insurance dept more than 18 times today & after selecting which option , my call gets cut!!How is this level of overall service acceptable?