Pineapple Claims Process inconvenient and unfair to clients

Closed a claim without giving fair notice . I was in the process of completing claim documentation - when they closed my claim for a cellphone . I had an OB number from the police station , and they wanted a case number . By the time I got the case number they had closed the claim - saying I had not submitted the police statement . First of all when you go to the police station they will discourage you from opening a case - because that is poor stats on their part. They much rather you open an affidavit . That is what I did as per the police advice . Then pineapple insisted on a case number - which I went back and did - and got the case number . When I asked the police for a copy - they refused saying they don't give out confidential crime information - if insurance wants the statement - they need to contact the detective on the case . This is the second week without a cellphone - it's not fair that their process so difficult . It should not be my responsibility to be following up with police. Their claims process does not take into consideration the effort that weighs on you the client . If they really wanted to be helpful they would contact the police station themselves instead of making you do all the work - knowing how difficult it is to get help from police . I want my claim re-opened , I want my claim approved and I want to pay the excess and get my phone - that is what I pay a premium for - not to be running around from pillar to post in police stations . They must align with the police once they have the case number and also they must give a fair amount of time before closing a claim . I am the one stuck without a phone - and yet I don't remember not paying my premium .