Delayed phone claim

i have insured my cell phone with Discovery Insure. It then broke and I submitted a claim on 24/05/2021. To date my phone has not been collected and I keep receiving notification from my claim handler indicating that she is waiting for assessment report of the phone. How can she get the report if the phone is with me?

Its hard breaking that I religiously pay my insurance but I have to struggle like this to get my phone fixed/ replaced.