Terrible service and no responses for claims

I am trying to claim for a ****** cellphone for more than 3 months. Whenever I call, I am asked for a knew document. I am asked for documents that I have even submitted. No one is responding to my emails or providing any feedback for my claim. That time, I have been paying for my insurance for 5 years. This is really not fair and would like to be assisted so that I can close it