Cellphone insurance claim

Hollard is handling the Cell C cellphone claim and it’s taking forever to process an insurance claim. I submitted all the necessary paperwork but still they can’t process the claim instead they are sending endless email requesting me to send them a picture of a device I’m claim for, obviously I won’t have the device with me cause the device has been ****** hence the claim. I find this so unprofessional of them and inconveniencing me after I have been loyal and paying my premiums.