Incredible my foot

I bought a new cellphone and paid for the insurance cash and may 2020. I subsequently lost it in December. I made the Affidavit and submitted all my documents the manager at the time explained they will only contact me In January. I follow up now and I am told my application is not on the system and the Manger is awol. It's 2 months now and I am sitting without a phone and they are not helping me resolve this