Lack of communication

I have never seen such unprofessionalism and lack of respect from a company before. So i lost my phone on Sunday evening, called my service provider and blocked my line and blaclisted the phone. Afterwards i went to the police station and did everything i needed, i then sent my claim forms of which that was such a struggle to get after sending numerous email. after sending the claim forms i had to call to ensure that they had received the forms. They dont communicate at all. After i called in they then told me that i have to send a picture of the phone box with the IMEI number and a copy of my ID. I did that and called them again to ask if they have received the documents, they confirmed that they have received the documents and now another problem i must block the other sim slot. Alright i call my service provider again and block the other slot of which my service provider informed me that they had already blocked both sim slots from the beginning. Now i had to again call and inform them that the other slot has been blocked and wanted to know what the way forward was. Wow i got such a rude agent and told me that i should call after 24 hours. My question is that even on claim forms they don't mention the documents required to claim and proper process of claiming. I asked why should i be the one calling all the time why are they not communicating with me and agent responded that they are inbound so i must call them. I am truly upset and appalled by this behavior, as i expected it to be them that's in contact with me via emails as i lost my phone. Now its just a run around and if feels like am going nowhere slowly regarding my claim. According to FAIS they are supposed to show the claims process and what documents are needed to claim yet you find out when calling them, you need to send this and that and do this and that. I am truly frustrated as i am without a phone. They are in a business of selling a service but yet failing to render or fulfill that service. May i please kindly get clarity regarding my claim, is it approved or declined and reasons why its pending.