Irate customer

I took the insurance beginning of march 2022, the only thing they asked I was taking it was for me to take a picture of the phone and the worth of the phone , so I did that, I got ****** by 2 men and they took my phone on the 27 April 2022 ,I put in the claim but til today I have not received payment to get a new phone , my issue was I couldn’t blacklist inorder to get an itc number and open a case I tried to blaclklist it cellc agent said the imei number does not show on their system so a lady by the name of glanda from Hollard ,this insurance is under hollard she asked me questions on the incident and I answered I submitted all documents to them I’m still waiting for feedback from them , wat makes me angry is they are debitting their money every month yet failing to pay me so I can get a new phone.

Someone please assist me with this.