claim for a cell phone

i have insured my phone for around R9000 with budget insurance. my phone after two years it stopped charging and i then phoned budget to log a claim for it, its now two weeks and my claim has not been resolved. i am not asking for a new phone, i merely want my connectivity back, its funny that people de***** insurance by intentionally loosing their phones, and i am on the other side given ***. i am still waiting for them to contact me, i mean if they cant sort a small claim like a phone, will they process anything further i have with them.