Cellphone claim delay

I got ****** in May this year and my bag was snatched. Among other things, my fiancé's cellphone was in there. We submitted a claim for the phone in May, I've also sent emails to ********** I've tried calling their call centre but the call cuts. I am at my wits end. I've done and submitted all that has been requested but no feedback! Its ridiculous. Its like they are stalling in the hopes that I will just let it go. Well 5 months later and I am still trying. Worst insurance company I've ever dealt with.