FoneYam contract ****mer

I had opted in for a FoneYam contract. The following week I lost my phone and completed a claim and sent all necessary documents. No communication was made to update about the claim until Thursday and they advised I did not send the necessary document an my claim is cancelled I should just continue paying. Looking at my previous email I had sent everything and it was all certified at the police station, I feel this is unfair and they are intentionally dragging the claim Soo I can pay for the device while I wait. The company states the minute you receive the phone it is insured but they don't want to give a replacement now and are giving me the run around. I need immediate answers for this and a replacement.