Cellphone insurance claim

I submitted my claim on the 3rd of June, and I have sent the documents required. I have spoken to countless agents ,everytime I call I'm told they're waiting for the authorization. At first I spoke to Delmain Phillips, Veronica Mocwana ,Nolan Jegels and Kate...Today I was told to submit a motivational letter like I'm some kind of a ********. What should one do to get what she was promised? What was the purpose of this insurance if one party cannot live up to their contract agreement? This is absolutely appalling; and I want is to get clarity of what will be done regarding my claim.