Lost Cellphone claim

I made a cellphone claim on the 22February 2020 my cellphone was grabbed from inside my car on the passenger seat while I was inside the car, now they are making accusations that vehicle was left unattended while buying food. Every call I Mae all they say is that my claim has been escalated I must wait 72hrs, after the 72 hours of assessment, I must wait an additional 72hours, the supervisor is never at work, today I was told at 8:32 that she is running late. I'm not ohk at all. Please help