Claim delay

I have a all risk policy which I took with Oakhurst later changed to Dotsure . I lost my cellphone reported and submitted all the required documents 3days ago. I must say I’m flabbergasted by the service I’m getting from the claims handler who is finding a way to delay the claim. I received the sms from Dotsure indicating which docs I have to submit , I submitted everything 3days ago . When I called this morning I’m told they struggling to verify for the police reference number. I called the police station to find out if they received any call from Dotsure to verify the details to my surprise no call has been made. I knew when I was speaking to the agent few minutes ago that what she was telling me was just a delay tactic. I will advise people to think twice before taking a product with this company more specifically a Risk product.