Terrible service in processing claim

I submitted a claim to Finrite on 24 June with no response. I called the claims department on 29 June to be told that the claim would be processed that day and the lady promised to call me back later that day. She did not call back. I called again on 30 June and was told that the claim had still not yet been processed but that this would be escalated and that I could call back the next day to find out whether the claim has been approved. I called back again on 1 July and was told that the claim has still not been processed and may be done by Friday. This service is unacceptable. I have paid my premium every month for a service which does not exist. I also am without a working phone. I pay insurance on my phone so that I am never in this position. Please revert urgently.