Cellphone claim being messed up by incompetence

Four weeks has lapsed since I submitted my claim for a ****** cellphone. I have submitted all the necessary documentation, they have made no attempts to follow up with me, I'm the one that continuously has to follow up . The people I have been dealing with at Edgars ( Hollard) are not clued up in terms of which information I'm supposed to submit. The entire process has been extremely unsatisfactory in that none if the people involved in this process have assisted me at in dealing effectively with this problem. As of having numerous people involved in the process there is that problem of dis-information