Cellphone insurance

have sent my cellphone for repair, it's been 5 months now since I sent it to them. For several months I have not even received a proper feedback as to what is happening to my claim. I have gone to Sportscene several times to check whether there is any update or not but even they do not have any clear explanation about it. I even called the insurance number, I still do not get a clear answer from them as well.