Insurance slow response and everyday requesting missing things on a daily basis for my claim

good day i would like to complain about the poor service for the MTN insurance since last week i was promised that my device will be collected from as it went blank, and on a daily basis a consultant would email me in regards to missing things on friday they said they want a picture of the device box to confirm IEMI and on Monday they ask for upgrade date, but since they having my ID number i think with their system they can pick up all my information, it is really frustrating me and its the end of year and now i am not sure what's next they will ask for and how long will it take to get my device back so the process how long does it take for a claim to be processed and y in the first place didn't they mention all the required things for my claim my Ticket ID: 481699 can this matter be attend to as much as they so quick in debiting my account for the insurance funds