Disappointed customer

I have a problem I lost my phone on the 10/01/22 and I blacklist my phone I submitted my claim form online and I have never received a call until this day I have to call each time to find out what the progress is and when I call they don't even tell me what S going to happen all they ever told me was that my claim was sent for review I dont know whether my mistake was to submit the claims form online instead of calling