Appalling Insurance

In May 2018 my Cellphone was ******, I then proceeded to fill in all the necessary documents and submitted my forms for the claim as necessary. No contact from the company,insurance premiums go off meticulously, I then phone the customer service in the beginning of September, and the consultant tells me they only just received my documents and she herself has resubmitted it, they will contact me in 72 working hours . Two weeks pass, no reply, I call again only for the consultant to tell me they never received a claim???????????? I email the complaints department and they ask meto forward my details so they can look into the matter of which I do, two weeks later and still no response. If I had to miss a payment they would have an agent pestering me for there money,and yet when there is a claim, radio silence for the last five months. The only good thing is that there call agents are at least friendly.