Virgin money travel insurance, maybe your not covered!

I have taken out the Virgin money Travel insurance policy for about the past ten years,once,twice and sometimes three times a year. I was always confident that I am covered for all incidents that may arise, luckily not having to test it! On my last trip I encountered damage to my tablet and upon return submitted a claim together with all relevant documents. Having had no response not even an acknowledgement or claim number for about 3 weeks I started the grueling process of trying to contact these people e-mails, phone calls, no luck. When I finally got another telephone number than the one on my policy I got through to an operator that gave me a claim number and put me through to the person supposedly "handling " my claim. He said he would follow up on progress and promise to phone me back within 20 minutes. Now three weeks later, after numerous phone calls, every time he is not " available" but will call back, I feel that this small claim is going no where! The time and cost I have put in and the frustration is not worth the effort for a small claim, but honestly what if you get a serious problem? Worst customer service I have ever encountered .