no response on my claim

i lost my tablet that had bought from fonechoice, i submitted the claim on the 4th November 2015 no one got back to me, i then called them end of November and i was told the claim was submitted only on the 25th November and that i will get an sms but even today i haven't received an sms or a phone call. this is unacceptable service, i need to know what's happening and soon.