Phone insurance

Good evening Please help me I think this it's the 4 review writing about Admin plus insurance, regarding a phone that I lost. On the 04-01-2021 got an email from Ethel. See the below, till today nothing from them it's 1 month I have not received the phone as per email. Thursday I did send her email requesting details where can I escalate this issue as nothing is happening. My email was read and no reply from her.

Good day,

We are pleased to inform you that your claim has been approved. We are in the process of procuring your new replacement device. Once we have secured your new replacement device, we will communicate this to you. For any queries regarding this claim, please contact *** or alternatively contact the number below.

Kind regards Administration Plus ***