Give me my phone!!

I submitted a claim with finrite on Saturday, I in my documents by Sunday. I called back on Monday to confirm if it was received, they said they received my documents and they needed to pull some usage report. The agent pulled it but got no results and said he was escalating it, I need to wait 72 hours. I waited the 72 hours and bare in mind, I have received no communication from finrite all this time. No sms or email to confirm if my claim has been submitted or something has been escalated. I don't understand how you call it customer service if your customer is not being informed, I spoke to another agent today and she says there's no feedback on the system on the usage escalation

My phone is newly replaced phone, I was unfortunately a victim of pick pocketing which wasn't my fault. I pay my insurance every month and I expect my insurance company to deliver a service I pay them for, I don't want to hear anything about usage reports. That has nothing to do with me, I've done my due diligence by reporting the crime within 48 hours and submitted the claim within 30 days, now quote me a excess fee so I can pay it and receive my phone. I'll write a 1 start review every single day my issue isn't resolved or being attended to