Worst insurance

I submitted my claim on the 9th of November I got a response on the 11th of November. Soon after every document they wanted I'd submit immediately without delay. I requested a curtesy phone since It was part of what I was paying for and I was told they don't give curtesy phones for theft of loss, I thought then the process was gonna be quicker. I have to call them or email them every time to get to the next stage of the claim. The delay makes me feel like they don't want to replace my ****** phone. They just playing delay tactics like all other insurances