Terrible claims experience and service

I went on a trip in April and while in transit I lost my laptop bag which had my laptop and ipad. I then found out my bag was damaged and the airline couldn't do anything about it as I had already left the airport, added to the misery, my phone was lost on a tram. I then called AIG on the 29th of April to lodge a claim and the lady I spoke to (Emma) told me that I would get a response in 10 days. Then I got back to SA and still followed up and this time I spoke to a Ryan, who also told me I would get a response in 10 days, I followed up again and on the 20th of May, I was told to send some more information and I did and once again I was told it will take up to 10 days, but to cut a long story short, after calling again last week Monday (1 June) and being told it was going to take a few days to get a response, I still haven't had any communication from AIG. I think this company puts a very bad reflection on insurance, by now I should have a response, what is taking so long, unless they are trying to find my items and bring them back to me, I do not understand why there is no communication yet. If I will not get assisted, can I get my premium back please.