Submitted lost phone claim and receive no feedback

I logged a claim at Fin-rite administrators on the 29 December 2017 and 30 days later never received feedback. Called more that 5 times to request status but nothing materialized after call kept on saying no feedback from Hollard. They will escalate the matter. When I requested supervisor they told me supervisor is not there, when I told the call center agent that I am going to publish this on hello-peter, supervisor was then available. She told me the claim has been decline. I am so mad.