Cellphone insurance??

I purchased a cellphone for my son in Dec 2016 at Markham in Canal Walk and took out cellphone insurance. End August my son was ****** of his cellphone. We provided the case number to Markham and alerted them of the incident. We had to call Cell C to block the phone and sim only to be told this sim was Rica on someone else's name, this is the same sim that we got from Markham when the phone was purchased. Once the phone and sim were finally blocked we communicated this with Markham..It's the 11th Nov and still waiting on the new cellphone.I called the store yesterday and was told that I will receive a call back and still waiting on the call..How long do we still have to wait? Why did we take out insurance?