claim for a lost phone

On Friday (31-07-2015) evening I was ****** and my phone was ******. I called Callsure on Saturday and informed them that my phone was ******. They told me which documents they need in order for my claim to be processed. As their request I faxed everything that they needed on Monday. Once I was done I called them and asked if they had received the fax. They said their emails are not working so they will not be able to check. I called again on Tuesday they checked and found my fax, they said they will send my documents to head office for them to check and they will contact me later this week to tell me what the next step is. Nobody called me until I called them on today Friday (07-08-2015) again. And when I called the lady that I spoke to said she is the only one that deals with faxes and she wasn't at work yesterday. She said she will have to send my document s to head office and that will take 3-4 days. I asked her that I was told that will be done on Tuesday, so does this mean I will have to wait for another week in order for me to get a phone. She was very rude and didn't even if care. I want to know what is the purpose of me paying on time when I will be given the run around?