Not caring for their customers

Recently misplaced my phone, its been now 5 days, I cant find it, logged a claim with 24 hour mobility. No one is getting back to me. I called this morning to find out the status of the claim, they ask more details about the loss, and I give it to them, I call again to find out what is happening, now they want pictures of the house were the loss had occurred. I am just not happy with this service i am getting, No one is calling me to update me