Refusing to pay for insured phone

Hollard doesn't fail when it comes to debuting my account for insurance. But now that I'm claiming for my lost phone they are giving me a run around. I've submitted all the documents they required from me. Not even once have they called to me to update me about the status of my claim. I've tried calling them and when they hear that you are calling about a claim they drop the call or transfer you to someone who will tell you that you've called the wrong department. Now I'm sitting without a phone and my job requires me to have a phone. Hollard I'm very disgusted with your service