30 days for insurance claim is too long

I lost my phone a couple of weeks ago, i uploaded the required documents last week and after recieving no communication I called them yesterday and they told me it will take 30 days for the claim, and that if the payments are not up to date they won't give another phone. Iv been paying without fault every month, I couldn't pay the last month as my phone had been ****** and my payment reference is in the phone. Now I'm told I wont get a new phone because of that one payment, and was told that I still have to make all the remaining payments even though they wont give me the phone, I feel this is unfair why not give me the phone and i continue paying.