NO FEEDBACK OR COMMUNICATION ON MY CLAIM

I am really frustrated. My phone was ******, I submitted a claim with abacus but all I have is an automated response from the claims email. I called customer service but they just said someone is working on the claim. I didn't even get a claims reference number to show they received the claim. When asked about the turnaround time they don't know, which is shocking. I really need a phone I am getting paid soon but I don't even know how i will manage my finances as my internet banking profile is deactivated. The lack of communication is really concerning. We take out insurance for peace of mind. This is definitely not it!!!