Lost device

I've lost my phone and sent all the documentations needed and the video of the place I'm working at. To my surprise since I made a claim it's almost two weeks now but the insurer keeps on telling me that my claim is being reviewed and can't give me honest answer even thou I took all risks insurance yet they're failing to deliver. I've been sending them emails on a daily basis and yet nothing is been done to my claim. I feel that santam insurance is robbing innocent people because we can't be paying and when it comes to claiming they can't deliver basically they're ****ming us.32