Device insurance claim

I bought a Huawei P30 lite early Feb 2020 over the phone. I requested for it to be insured over the phone (which the lady assured me that my insurance will be updated to the new phone). Now I lost the P30 lite and sent a claim on 30th June 2021. They sent confirmation of receipt but still have not gotten back to me to date. When I checked the insurance policy they sent me after requesting over the phone, it turns out my new phone's info was not updated. Meaning I've been paying insurance for a phone I had previously (P20 lite) which I have no more. I need assistance with my claim. I need a new phone because I've been rightfully paying my monthly costs for insurance and have never given them any problems.