No response

We booked in our iphone 5s with cell c got the ber report and sent it to csurance last week. Cant give us a answer if the claim is approved we use the phone for work and communication. Everyday its a different story phoneing a few times but no answer. The said the paper work went to the backoffice and we must wait for the approval. A phone insurance claim never took so long yet what is going on.... We are paying each month a lot of money but no respone. Cellphone claim number ***