Claim not processed yet and it is ridiculous service

I lost my phone my phone the 2nd of September and I made an affidavit on the same day and submitted all the necessary documents and I was promised that my claim will be processed within 10 working days.

Till today I haven’t had any progress and they keep on asking if I submitted my documents and I keep on repeating the same thing over and over again stating that I did everything on the 2nd of September and now it’s the 2nd of October and still my claim is not processed yet.

I am disappointed as when I purchased my phone I was told this insurance was reliable but I would not recommend it to anyone as I haven’t gotten phone after a month