Waiting l9ng for insurance claim

Im with autopage from 2009. My account is bot less then R1300 a month. Bad luck wad my carma this pat 4 months with cellphone theft and damage due to theft. No one can help me to say howlong the claim will take. I also wanted to go from the samsung note4 to sony z3 with no luck from autopage. No one can help with customer setvice