Insurance claim taking time to be resolved

My wife's phone was ****** out of her bag on the 30th whilst we were in a soccer match in Loftus stadium. She sent her paper work on the 6th of January 2023. Every time she enquire she is being told that they are still assessing the claim. I wonder how long does it take to resolve this matter. I am paying my contract together with the insurance and month end they will be deducting their monthly premium where as I don't have a phone. Please mtn resolve this as a matter of urgency.