Finrite not replacing my phone

My wife initiated a claim on the 29th of June with Finrite when she lost her phone and she still haven't received a replacement. They returned the claim about three times looking information that I written on the statement they have

My last conversation with them, they told her that they can't find a replacement phone for her. If they can't find a replacement phone, I am sure they can give her a voucher to go look for the phone of the same value.

I don't understand how does this company works. Every time she calls its like a reminder to them to give her information on the progress. What is the turn around time at Finrite?

Please advise if Finrite is a **** and I should look for another insurance.

FSP***11391