Going for two weeks on a cellphone claim and no one calls you

I logged a claim on the 15 November for a ****** cell phone that was ****** during an attempted hijacking. I had to submit allot of paper work photos and I am the one following up. Tomorrow is two weeks and guess what I get an email that they are waiting for Vodacom to provide a last usage date and can take up to 30 days. I call Vodacom this morning and I get this over the phone immediately. How long do you expect me to wait for a phone? This is shocking service. My personal and business insurance are with you guys but clearly we are just a policy number in your eyes. Please can this claim be sorted and advised if you are going to pay or not so that I can take my business elsewhere clearly we as customer means nothing to you guys as long as you get the premium. Will you guys be paying my subscription with Vodacom because I cannot use my phone and I have to call to follow up on my own claim. No one calls me I get emails when I send emails. This is shocking feedback.