Policy investigation on a ****** phone

My son was ****** his cellphone and stabbed on the 14th February 2020. I send an email om the 25/02/2020 to Finrite claiming since the phone was insured. There was no response, on the I called and spoke to one of their consultant who informed me that the claim was a month late they will have to investigate. and that I should send the required documents for the claim that was in March 16th I then send the documents a lady called me a day or two after and apparently she captured the information wrong I found out about it when I call to follow up and I the gentleman who answered fixed the wrong information he then said he will call me in few days after the investigation. They still haven't called me but they are deduction from my account every month. I need help.