Delay due to New Membership

My tablet dropped and the screen cracked, so I claimed for a new one. After 1 week, I was called and told it has been approved and I'll be getting a voucher of *** value. I was called back again to be told that because my policy is only 2 months old, an history check needs to be done with my previous insurer. It is now 5 days later and I haven't heard anything back.

This is poor practice. When my policy is opened it is clear to see my Start Date - how can a claim go through the entire process, only then to see I'm a new member. That should be checked and done on Day 1 of the process, not at the end. This has wasted so much time now, and still we sit without a tablet that is essential for work.