Cellphone Claim Nightmare

I am on the verge of losing it and cancelling my Insurance. I have been with Miway for 5 years. Premiums get paid on time. I put a claim through 2 weeks ago for a cellphone and they are still not finalised. No one gives me feedback until I ask for it. Now they are expecting me to go back to the police station so they can see when the phone was last used. Vodacom told me they cannot access this information as we do not pay for itemised billing so there is no history. So what are they going to tell you then? If this is the service that we get then rather cancel our insurance over a cellphone. I will look somewhere else.