Huawei representatives went awol on me

I took cell phone insurance few months back and my phone was ****** I then lodged a claim. It's now week 3 and still no answers I was told I must wait 7 to 14 working days or more as they have more claims to deal with. I gave huawei all requested documents on 09/11/2020 I was told someone will call me now my emails are being ignored. I just want to know if they have approved the claim or not and when will I get a new phone or I must just cancel the policy and move on.im currently studying and job hunting its difficult without a phone and huawei insurance is not helping at all.