Unhappy

I launched a claim for the theft of my cellphone in the first few days of December, it's coming to the end of January and I'm still waiting. Does it take 3 months for a claim to be settled? This is ridiculously poor service. I've sent emails, when I call I'm on hold for 20 minutes at a time without a response. I do not have a phone so I keep on borrowing and checking my messages. My emails I check hourly on my laptop but no response from you guys. This is really ridiculous. Sandro Oranzie my policy number is ***