Contract Claim

I lost my phone on the 17th of March 2020 and it was a contract and also insured it, i went to Claim for a new one on the 19th and i have been doing a Follow up with the Insurance after they have told me that the claim has been Approved. I have been calling them to find out when they can replace me with a new phone as they keep on debiting money from my Account whiles i do not have a Phone with me. I Urgently need the phone as i have told one of the Agent "Bobby" that has been assisting when ever i call and they always promise to call me back but they never do