Insurance Claim

On the 27th October 2017 I sent through a claim for my cellphone insurance and I am still waiting for response. Every time I go to the Markham branch where I submitted my claim at the Newcastle Mall, they call the insurance people to do follow up and those insurance guys always promise to investigate and call be back the next day, I'm convinced that is their standard response. Anyhow, 2 weeks ago the eventually told me that they are done with their part and are waiting for the TFG head office to give them the go ahead. I don't care about their administrative processes all I wanna know is why I am still phoneless a month and half later yet I have insurance that debits my account monthly and I pay that account over and above that I am the one that must constants go to the branch to follow up, no one ever thinks of at least texting me and inform me of the progress of the claim.