Insurance taking long to respond

Hi <br> A year ago I bought my self a Nokia lumia from a house and home branch. They said I should take insurance on it and I did.<br> <br> Then on the 17th March 2015 on my way to the bus stop I was ****** at gun point and my cellphone<br> is one of the assets I lost. I filled everything the store said I should and claimed the insurance. I kept doing follow ups all they say is they will get back at me they sender the claim to the insurance it's been 3 months without a phone and I am still paying for it every month. This is so unfair