no feedback from claim for over a month.

i have put a claim through for my cellphone that was damaged due to theft, i sent through all the required documents on the 22 Jan. the damaged phone was picked up by Ram on the 27 Jan. till today i have not received one email or phone call with feedback, i call and sit on the phone for 30 mins at a time holding on for a consultant to pick up. i send reminder emails. i am paying for the phone that i don't have and insurance that is absolutely the worst! how do i go about sorting this out.