Bad customer service

I have cellphone insurance with Huawei care which is administrated by Viva and underwritten by Guardrisk Insurance, on the 25th of March I submitted a claim for the insured device with them, submitted everything they requested but even today no feedback. I called their call center but the agent failed to assist me, failed to escalate my query and just stick to " We have no turnaround time for claims". It is sooo frustrating because I don't have a phone and no one is willing to assist or tell me when will my claim be attended to. Their service sucks and no one cares, what they know is to debit my account. I've been debited twice already without a phone with a claim submitted. I don't know what am paying for because am not getting the service am paying for.