EXACT **** CELLPHONE INSURANCE

I lost my fone during the December festive season, I’ve been paying insurance with Exact since I got the phone in 2015, I’ve put in a claim in January for a new phone but till to date I have not received my claim I even had to resort in purchasing a new phone, every time I go to inquire at the store they telling me they waiting for the claim number but no one has called me to enquire yet I’m paying my insurance up to date.