Extremely Bad Service

I am currently having a bad experience with Csurance by Hollard. I lost my cellphone on the 20th of July and still today I have been running around with my claim. i have sent numerous forms and box pictures and now I am asked to send a motivational letter as to why I blacklisted my phone late where as the phone was blacklisted the very next day which was the 21st. a day later I received an sms with the case number. I have sent the screenshot of that sms and I am still waiting for their response. It was said when I asked how long it would take before I get another device, that it would a week and yet I have been waiting for close to a month.