no response for my ****** phone

About two weeks ago my phone got ******, i then went to Joshua Doore store in retreat to report it . I was told that my papers was sent away which i was a witness of because while i was sitting there the lady sent it through, i was then told after that, that the insurance would contact me. A week went by and i got no response i phone them again and the lady said that they said they did not receive my papers so she had to send them again, up until now i have not received any notification from them yet! what makes me angry is that i have to phone after them and ask how far they are with my claim and to me it seem that they do not care! <br> <br> I am very very dissapointed in the way they handling this i am really in need of a phone and they taking their own time as it is almost 3 weeks already now!<br> <br> Please tell me what must I do!