Extremely bad service

I have been given extremely bad service by c surance, since the claim they have been giving me different turn around times and different stories which make me wonder if they working for the same company. I have been calling them and each agent would give me a different story. I have been struggling to claim for my phone that i lost in December 2018, i reported the phone lost and blacklisted it. I took long to put in a claim due to have lost my I. D , after finding a copy 2 weeks back I called in and they sent through documents to fill and sent it back to them. They then asked for a letter stating why i claimed late which i sent through too. The first agent sent an email saying "the claim has been reffered to the underwriters for review and it will take 7 business days to complete" it was on the 20th of February 2019. I then called again on the 1st of March 2019 to my surprise i was given another turn around time, I patiently waited for today and was then told again to wait for another 7working days. I am a busy person I dont have time to be calling the call centre and be told a thousand different stories where as they still taking my money for the insurance though cannot attend to my claim. Iam very fustrated right now!