No response for insurance claims

I lost my phone on the 4th of November reported the incidence the same day at the police station and forwarded my documents to the email the consultant provided me wit,but since then I have not received any feedback regarding my claim and there is no month that I have skipped my premium.All I need is the feedback I have sent 3 emails and tried to call on the 14 th November I was disconnected before I could speak to someone.I need feedback.