Cellphone Claim

I had a cellphone claim with dotsure that was never processed due to me missing a document. I email Judi in the claims department to say that I had a problem obtaining the A1 document because the investigating office kept on being available (mind you when I filed my claim I explicitly asked what would needed to submit to which on the phone call it was not said but later indicated on the email once i had finished at the police station). However, having said that I received email saying once obtained the claim would be reopened, when I submitted the A1 I was told that my claim would need to be reviewed and there would be no time frame, I then called back and was told up two three weeks. 22 working days have passed and no reply, I've sent an email and still no reply, I have not bought a cellphone and have been using my old phone in the time being which is not user friendly, can someone just reply to me so that i know what to do because even though i delayed due to the investigating officer always being absent which was exhausting can i just not go through the same process of being given the run around by the insurance.