Terrible service - Weeks without feedback on a claim

I submitted the claim for my lost phone on 11 June and heard nothing back. I followed up a week later and was told they can see I have an active policy but cannot locate the policy documents. It makes no sense to me how one can activate a policy without policy docs so this tells me the documents were lost. Nevertheless, I sent the documents the same day by email to ***. The agent I spoke to, Virginia, undertook to get back to me as soon as she received yet another week has passed and I still have no feedback regarding my claim. Calling the call centre to follow up is a nightmare as one literally is put on hold for hours on end with no response. This is the worst service I have ever experienced from an insurance provider.