Starting to get tired of waiting for a response on the app

I have submitted a claim after my wife dropped her cellphone and broke the screen on 23 September. Then some communication took place the following days, and now I'm just waiting for someone to respond and further the process. I'm still hopeful the company will live up to it's promises, henceforth the 3-star rating, but I am getting a bit frustrated that there seems to be no response on the app at all.