Disappointing Service

Im a 66 year old granny who is a pensioner. I pay Naked Insurance with my Pension Money. This is my 2nd claim, the first one was smooth. My 2nd one seems to be a problem, I'm being taken from one pillar to another and i dont understand why its different now. My daughter and I use 1 phone and thats why i got the best which was an iPhone 13 pro max 512gb. My daughter uses my phone to apply for jobs as shes unemployed. Im so dissapointed with how Naked is handling this. At the day of the incident i tripped and fell from a taxi as i was getting off and it fell inside the storm drain. And there was nothing i can do. Im waiting for the guy Nashil Maharj from Hollard who is a Senior Claims Adjustor (Loss Verification Division) who has been helpful, patient and understanding to finish the report so i can get a feedback from Naked with my claim. This has been stressful. Hoping for the best cause i cannot afford to buy any phone cash as im a pensioner.