I am drained , no energy, money left for me to call Lawrence.

I have lost my device and reported it to the insurance. Then, on the 24th of January 2024 I received an email from Lawrence requesting for more information of which I had provided. I had to wait for a week without any response from him. I called their service line and I was told he was on leave, he will attend to my matter when he return back to work. I had to wait again for a week without any feedback. I tried calling and I was told he was on a call , he will call me back. He never did. A week passed again. I have emailed him, nothing. Then, on the 9th February 2024 I called again and I asked to be transferred to his manager and the consultant said he had to ask me questions , I had no problem and provided them with further information. He promised to return to me before the end of business . Unfortunately, there was no response from them. On the 12 th of February I called and spoke to Lawrence who asked for further questions and I provided him with answers then he promised to call with feedback. However, he never did. I called today, at 15:30 and instead of giving me a feedback he had more questions or should I say I was asked the same questions and he was not satisfied with my answers .He pushed had his scenarios that maybe the phone was unattended for a minute hence it was ******. So, I have been patient and spent more money that I was suppose to pay for access fee ..I have spent about 500 calling them .

A month has passed and I have been paying the insurance for about 3 if not 4 years.

Please assist.