Extremely disgusting service from Finrite insurance

I am so frustrated and irate at the poor service from this company. I called the insurance on the 8th Of Jan 2020 to report my phone was lost and claim, they advised i must send ID, Affidavit and latest copy of invoice. On the 9th Of Jan 2020 the requested documents were sent. I then later received an sms that my claim has been received and evaluation will be done within 48 hours. I still have not received a call or correspondence from them. I never get through when i call the call centre or the complaints number. i sent a follow up email on the 20th Jan 2020 and there is no response. my worry is there is a claim form that must be completed but i have not received as yet. Im really hurt because these people are robbing money from us that we dont even have and work hard for.