Insurance claim - waiting 9 months no cellphone

I've have purchased a cellphone with this account. Unfortunately in April 2015, I fell victim to a smash and grab *******, whereby my handbag with all contents more importantly my cellphone was loss. Resultantly, I went through the painstaking process of getting in touch with the insurance company to log a claim. I was quite pleasantly assisted and guided through the process in terms of all documentation needed. What followed was appalling, I had to follow-up with numerous calls, the latter informing that the claim was declined (no specific reason). I decided to logged again and got into contact with Vernon Pillay (claims supervisor). He in turn asked me, what gave me the right to call him directly, needless to say I was shocked and mad. On the 15th Dec 2015, I got a call to say the claim has now been submitted but no concrete information on how long it is going to take before resolution. All the while I'm religiously paying my account. It's been 9 months and no positive feedback on my ordeal. I'm frustrated, angry but more importantly shocked at this level (or lack thereof) of service from such a reputable big branded company.