Bad Service Pineapple Insurance

I reported my lost phone last week Tuesday with Pineapple insurance and they responded with required information of which I have sent on Wednesday, only on Sunday the lady responded apologizing for delay and told me that I will get feedback in 24hrs,iam on the 48th hour with no communication nor feedback from Pineapple and the fact that you can not call them is frustrating because they are always away on their intercom, their service suck and iam tired of following up as if I don't pay them every month. Iam sitting here with no phone, how long should i wait????