Bad service

I logged a claim for a cell phone, provided proof of purchase and ITC number. Claim has been pending for a week because they want a screen shot of my phone details which are already on my contract which i already sent to them , keep in my mind my phone is lost. I asked to speak to a manager ( Harilal )and they never got back to me. The short term claims team has really dropped the ball. Should learn a thing or 2 from the Long term Team. Im not impressed at all