Claims

I made a claim on the 18 of August but my claim has yet not been processed. A month has went by still no feedback and when I made a call I was told that my usage is being checked. What I don't get is what does usage have to do with delaying the claim because the sim card was in the device as per request. When I did finally get through to an agent they told me they cant help me a dispute needs to be made. I don't understand why we have to be treated like this when we pay monthly fees and yet the very same people do this. I just want my phone back if not then cancel the damn thing.