I suspect they trying to find a way not to pay me

i submitted my first ever claim on 5 March stating I've lost my only phone my iPhone 14 pro max that I got ****** at gunpoint, now it's the 4th day & their people are still going back & forth they asked me for many things which I seny I sent everything including police case number ITC number, proof of ownership I sent everything now I'm stuck with no payout no phone, this insurance is a ****, how am I supposed to communicate, I have never missed any payment I also pay on time, why are they doing this to me. I'm having to borrow someone's phone to make important call and this is killing my business and come monthend they will want their premiums