I submitted my insurance claim for a lost phone on Jan 28 and soon after I called them numerous times and all the consultants told me that they've received my app and everything is fine

I submitted my insurance claim for a lost phone on Jan 28 and soon after I called them numerous times and all the consultants told me that they've received my app and everything is fine. But this morning after 20 days they sent me an sms stating that I should submit the documents that I have already submitted, on top it says I have to wait for 30 more days for the claim to be finalized. This company is *********** on so many levels. Poor communication and inefficient. I have tried calling them this morning and the IVR system keeps on asking for my ID number which I entered more than 10 times but I still can't hold of them. I really regret taking a contract with them. My contract number is *** - ID ***