Cellphone insurance claim disaster!

My cellphone got ****** in November of 2023. I logged a claim with MTN Insurance just after the accident accured. To this day I have not received a proper update regarding my claim. I submitted a claim form which contains all my details. Upon following up I was told they cannot locate a claim linked to my ID number. This has been ongoing for almost 3 months now and I still don’t know what’s happening with my claim or if the ****** phone will be replaced or not.