cellphone claim

I lost a phone last year May and a case was open, I know there's a time frame period for claiming , I was advised not to claim yet as they can ask me to unblacklist the phone for investigation, the case was withdrawn, I went to Edgars to claim but was advised that the matter was escalated since January, everytime when I go there after making a call to the insurance company im advised to come back after 7 day, im tired of waiting not knowing whether my claim will be approved or not