Bad service and not giving feedback or reason for the delay.

I lost my phone 3 weeks ago and reported to the store with all the relevant documentation as requested as the phone was insured. When i first went to the store they could not get hold of heir call center to log or register a claim. i took the number down to phone myself and they keep saying we are waiting for a policy number from head office. i have been calling everyday and they simple say "we are still waiting for the policy number form head office". I requested they give me head office number which i have been calling since yesterday and NO ANSWER.