No communication whatsoever for phone claim

The worst experience ever with this insurance, my claim was 2 weeks ago still no feedback whatsoever, no response from emails, when i call to check the progress of my claim no one one is able to assist and im told they cant find my claim, yet the store has emailed all tge documents twice already. I was told it would take 5 days to sort it out and now its moved to waiting period of a month, guessing that im 2 weeks into this claim and notjing has been done i have to wait for another month. Totally unacceptable.