Poor Customer Services

I recently lost my phone ( Huawei p40 lite). On Monday the 25th of October I called and made an insurance claim at Huawei Customer Care. They promised to send the insurance claim forms to me via email, which they did not do. I did a follow-up on Tuesday the 26th, and they claimed to be having trouble with their system. I called in two times this morning they kept me waiting on the line, still I have not received an email from them. Next thing they will say my claim was submitted late and decline it.