how long must I wait for my phone

I lost my phone on the 10/01/2015 I report it,they said I must go to my nearest cell c store which they did not help,they even lair that they email the claim form,they did not give me information how to claim,i keep on calling c surance customer care which I had to wait for them to reply,I fax the proof of payment on the 5/3/2015,when I call the customer care now they saying I must send it again,I can't take it anymore this **** is too much,how long must I wait????