Exhausting cellphone claiming process

My experience is sad and am just so overwhelmed. My phone was ****** on 21 March 2022, reported to Outsurence as the insurer. From then till today 26 April 2022 my device has not been replaced. To cut the long exhausting story of my claim, yesterday Francien called me to inform about my previous claim with another insurer that I never revealed to Outsurence that I was cancelled by them of which up to to now am not understanding cause the insurer she was refering never counselled me and the insurance was for my car's and not cellphone. Since I have had such bad service from her for the past 3 weeks with my claim,of her not updating me with my claim, I then requested for her to escalate my claim. From yesterday to date after requesting for my claim to be escalated to a manager of Francien I haven't received any feedback and I don't know who is supposed to call me regarding my claim. I have been anxiously waiting to date cause the inconvenience caused is beyond my comprehension as compared to how Outsurence proud itself on being effective and efficient when processing claims.