Insurance claim 17 days already waiting.

My phone was ****** on the 2nd of Feb, on the 2nd I went to mtn Westgate to create a claim for the insurance, on the 4th I went to mtn Clearwater and they told me no claim was processed and we redone it, ever since the 4th I've been in contact almost everyday with the insurance and they keep telling me that they waiting on feedback from the previous insurance of mtn.