Insurance for a neon tablet

I have logged a claim on the 7 June 2021 and I got a response telling me which documents to send and I did just that on the 13 June 2021 but since then till this day I haven't received any communication from them and this is the second time around because the first tablet I insured with them I was told that the insurance is once off payment and I will get help if anything happens to it but when I got back to them they said my insurance had lapsed so even now they seem to be delaying the process as to claim that it has lapsed again. I did not get help with the first tablet so I had to buy a new tablet now my son does not have a tablet to work with at school as there is not even a communication from abacus.