Insurance claim

I have a contract with them and they called me to insure my device. I agreed and now that I lost my device they are give me a run around. I went to report my lost device on the 16th May 2022 and sent me to the police station for affidavit and case number so that I can claim. On the 24 May 2022 I went back to submit and they said that will take 2 working days I should get a response on the Thursday the 26th May 2022. I waited for the response since then until I went back to their shop yesterday the 17th June and I was then told to write a motivational letter and I will get a response after 7 to 14 working days.

I am surprised that claiming for a device can take months with cellc but with other service providers it's only a day or 2. I am now currently waiting for the 7 to 14 working day so I can get a response. What also stunned me is that there is no time frame for their process it can even take forever. Why insure a device if you have no intention to pay for it when it is lost or damaged.