Claim process is absolute *******!!!!!!!!!!!!!!!!!

A claim was made on the 9th of September for a lost iphone 7 which was approved and access fee and supporting documents were submitted it's almost a month and weeks without a cellphone.You call into the centre they just don't pick up at all.Can someone please tell me when exactly are we getting a new cellphone this is utter ******* the phone is on contract which they still debiting the premiums for!!!! Worst insurance ever never again!!!!!!!!!