Markham pathetic service.

I reported a lost cellphone in February 2021 at Markham Westgate and up until now I haven't received my cellphone. I visited the store more than 10 times and their Insurance department the *** are the most useless of the bunch. I even sent them an email and even now they haven't responded. I've never seen such a pathetic service whilst I'm paying my premiums. Can they replace my phone coz I'm tired of begging them.