Claims service and turn around time unacceptable

I am very unhappy with Pineapple I've been insured with them from the start and i had 2 previous claims that were so sorted out quick and i was happy with their services that I told friends and family about. This time around I'm very unhappy with the service. I lost my cellphone on the 19th July today is the 4th August and i still don't have a cellphone. I contacted Pineapple on the 20th July to get advise on how to go forward with claim, after reporting the lost phone to policy and getting the ITC number i submitted my claim on the 21 July. A day went by with no feedback and i followed up on claim on the 23 July and i was advised of the outstanding documents in order to finalize my claim. On Monday 26 July i submitted all outstanding info and documents. Till today they are still validating my claim. This is a cellphone claim and I need my cellphone especially as I'm working from home and I need this to communicate with clients. I was told that the claim process takes 7 to 10 days? How is this possible for a cellphone claim? How can it take so long to validate a claim? What's the point of insuring your cellphone that you need daily if its going to take 2 weeks to validate not even more? This is unacceptable.