Bad service when you claim

Very bad service I ensured my phone when I brought cellphone 7yrs ago and I have never claimed but been paying. I resently lost my phone and went to claim did all the wanted including filling a case at the police station.They said there claim takes 48hrs it more than two week now each and everytime I call them trying to find out where is the hold they want something new including the slip of the phone that they gave me when I brought yrs ago.