Extremely slow insurance claim processing

I reported my lost contract phone around the 6th of December. I do not use my contract sim but rather an old sim I had. Since then I have been told that the claim is sitting with the underwriting department. It is approaching a month now with them telling me there is nothing they can do until underwriting gets back to them. In December I still paid for a cellphone I do not have and insurance cover that has not replaced my phone.I am extremely frustrated. I would have never thought it would take this long. MTN has always provided good service delivery for me which is why I am so shocked and appalled at the slow processing of this claim.