IPhone claim

A month ago, my device got ****** from my bag while shopping. I called Finrite to find out what procedures to follow to make a claim and blacklist the phone. I went and followed all steps given by the consultant who was very rude. After the application, I was told that it would take two weeks for my application to be processed. It is now a 2nd month later. When I called the company with hopes of finding out how far they are with the application. The consultant was rude and sometimes they don't even answer my calls. They said I must give them a week to place my order it's now month. I'm very disappointed in finrite administrators.