Cellphone Insurance Claim - Bad Service

So I lost my phone and made a claim 2 weeks ago, I submitted all the necessary info but I have been told to wait until my next debit order goes through....why? So now I must stay without a phone? My account is up to date so why must I wait as if it's in arrears? <br> <br> This is such an inconvenience, we live in a world where one cannot survive a day without a phone, never mind 3 weeks. You guys should put yourselves in your customer's shoes before making all these nasty rules. We pay all these monthly premiums to you guys to make our lives easier - in difficult times not to make them worse.<br> <br> I'm so not impressed, I will be cancelling my contract with you guys after this - I'm not happy.