Poor insurance claim service

On December 2020 a week before Christmas day, I made a jewelry claim after someone broke into my place, I never get feedback unless I called the claims department, on the 25th of Jan I called and was told my claim was approved on the 20-January-2021 when I call the store where I handed in my documents (Cresta American Swiss) they haven't received any confirmation with my voucher, every two days I call the claims department to find out the progress but I get put on hold for 15min -20min and then after get discounted or get told I'll be called back. That's not how to run a business, I buy new watches every two years with American swiss but I think I'll take business elsewhere.