I’ve lodged an a c...

I’ve lodged an a cellphone insurance claim on 07/01/2022 even now I haven’t received any approval all the monthly payments from 03/2019 till date were debited but now I’m not getting any feedback nor approval , they wanted a brief statement of how the device was lost, I’ve given them then later they said they want proof of insurance I’ve also given them, later they said they want the box of the phone(after 3 years of purchase) I’ve given them, but still I’m failing to get an approval from them.