7/18/20 Update: I eventually heard back from an adjuster after several follow-ups to every email address that I could find - never once acknowledged that I was waiting for over the promised response times or had to chase them so much. Luckily, I was able to get the phone covered by Apple's warranty and canceled the claim, because I can only imagine how difficult it would be for them to actually pay out.
Bottom Line: No, I would not recommend this to a friend
I'm with Jetty for my renter's insurance. Even renewed for a second year as had no issues, but the one time I needed to make a cell phone claim (which I paid extra for), I realized that I had made a mistake trusting them.
The claim number on the website is a third party, which does not have any information or work for Jetty. The customer service number just says everything must be done by the website and hangs up.
It's been over 2 weeks since I filed a claim and I've not received any communication; I've followed up by email (since that's my only option) and still nothing.