Disappointed with Foneyam Claims Process

I purchased a phone from Foneyam in December last year, and unfortunately, I was ****** in late February this year, losing my phone. I immediately reported the incident so they could block the device. That’s when I was informed that my phone was insured and that I could file a claim.

I followed the instructions and emailed them the case number as requested. I then received an email stating that I would get a response within 24 to 48 hours. However, a week passed, and I heard nothing. When I called to follow up, the representative told me that the turnaround time for claims is actually 30 days—which was never mentioned in the email.

When I asked why they hadn't responded to my email within the promised timeframe, the only answer I got was that the process takes 30 days. I also inquired whether I should continue paying for the phone even though I no longer had it, and the response was simply "Yes."

My concerns are:

Why wasn’t I informed upfront about the 30-day turnaround time? Why hasn’t my email been responded to after more than a week? Where is the assurance that I will actually receive my phone after 30 days when all I have is verbal confirmation over the phone? I am extremely frustrated with this lack of communication and transparency. If this is how claims are handled, it leaves customers feeling uncertain and unsupported. I hope Foneyam improves its customer service and provides clearer, more reliable information.