Pathetic service

My phone was lost ****** on 05/12/2019 reported the phone the same day and filed for a claim, to my knowledge Finrite pays out within 72 hours with the correct documentation, I have provided everything they have asked me to and I call regularly to check the status of the claim to my suprise when I called today and was advised by Ashleen she couldn't find my claim without a care in the world to ask my Policy or claim number, claim found told that they are awaiting documentation from, the same documentation I sent to them via the store on 13/12/2019 in the meantime am sitting without a phone and its the Festive season....pathetic realy!!!!