Cellphone claim taking 4weeks

Claimed for my lost device on the 12 of August 2025 and am still waiting nothing is happening.i have sent everything they wanted explain everything bcz they made a mistake on my previous claim.i pay them every month for two devices iPhone 13 and Hauwei y70 without a fail.i jst don’t trust them anymore there is no communication on what is wrong.if i could lose this phone am using than am outside even tho i have insurance