Bad Service

I have lost my phone on the 29th September 2022 and sent all the required paperwork on the 03rd October 2022 and I called the Insurance and they told me that they received all the document and they told to wait for 78 Hours for the Claim reference number and on the 14th October 2022 i contacted the company again and they told me that they did not receive my email and i was advised to make a claim online of which i did and i was told to wait for the feedback within 78 Hours and now it is the 19th October 2022 i haven`t receive any feedback from the Insurance.