Disappointing claims process - no feedback given and unreasonable amount of time taken to finalise claim

I’d give zero stars if I could. A simple cell phone claim has now taken more than 4 weeks and I still have not heard any feedback regarding my claim. My follow up requests have been ignored and when I asked what the service level agreement is, I was again ignored. I work in insurance and a cell phone claim is supposed to be a fast track claim that is quickly finalized, instead I’m going onto week 6 with no feedback regarding my claim. I have given all the information required of me and still nothing from the insurer’s side. I will definitely be cancelling my policy and looking for an alternative insurer. I am extremely disappointed and at this point I feel like they are trying to look for and find excuses not to pay, but they’re very quick to deduct their premiums.