Pathetic service from Huawei

Policy no: ***. TICKET NO: *** I took a policy for my Huawei P40 lite phone from Huawei underwritten by guard risk. I sent the claim through and it's almost a month with no verbal feedback. When I email or phone them they say it's been queued for an assesor to see it as there is a backlog. That is nonsense they talking. For a phone, they can't be having such a backlog with no specified time period of response. When I took the policy they painted a good picture of this company and this was an excellent policy and company.