We currently have a claim with Pineapple for our 2 phones, and we are struggling to get any assistance regarding this matter

We currently have a claim with Pineapple for our 2 phones, and we are struggling to get any assistance regarding this matter. Both my husband and I have online businesses, and without proper phones, we do lose a lot of money. The lack of communication and updates are seriously huge problems. I'm very concerned as this is a 'small' claim what if something happens to my vehicle how will that claim be handled.