Cellc insurance again disappoints

I lost my phone in June and since then I have just had problems first the did not want to block my device as they did not load the device on the system then when they blocked it a month later I send in the required documents and they said it was the the department 5days later I asked and the said they waiting for a document from one of the branches it is already 2 months and the still have not come back to me about my claim this is a joke why must we pay for the service but they don’t do their work