Abacus Insurance sucks

This is the insurance that works with Incredible connection shop. When you buy a phone they give you an option of taking an insurance that you only pay once off. It covers for theft, damage and lose. I unfortunately lost my phone, and reported with supporting documents that it is lost. All the required documents I have submitted and even today no communication from them and when I call the shop they tell me that they are waiting for Abacus to tell them what to do. It's been a month waiting without a phone. In their marketing they are saying that it takes 5 days after a claim for them to process while at the shop they said it take 14 days but what's annoying is that, it's been more than a month. Bad bad service from them indeed. I took the phone from Mall of Africa Incrediable Connection