Insurance Claim

I've submitted a cellphone claim to Game/Finrite. 2 weeks later I got an sms saying there is information missing. I called and informed them that I emailed and faxed the documents that they wanted to the email and fax number that they texted to me when my claim was lodged. The call centre agent claimed that the email address doesn't work so I need to email to them personally. I emailed to 2 different people and I still got an sms saying info is still missing even after I called and I got confirmation from Rirhandzu that she got my documents and sent them to AON for their assessment. She informed me that i'll get a response within 72 hours. Its been 2 weeks already. Last week I called them again to find out the progress and I was told AON hasn't responded. I asked the agent who assisted me (as he indicated that Rirhandzu was on another call) why I haven't been updated as to the progress of my claim, he indicated that he'll follow up and get back to me. I still hasn't received an update. All I receive is an sms saying information is outstanding. This is totally unacceptable given that I don't owe any premiums and I don't give them hassle when they need their premiums