Cellphone Insurance Claim

I am extremely frustrated with Viva (Techsured), I took a cellphone insurance with them sometime last year for my iphone 6s. They have been debiting my account with every month. I lost my phone on the 1st of January and submitted all the necessary documents by the 7 th of of January 2019. They acknowledged that they received the required documents and have been sending me emails that the reason it is taking long is because they received a lot of claims. Today around 10 I called and the agent I spoke to said my claim is on my final stages, they send send a follow up email to me. After not receiving the email I called again and the agent I talked to told that they are waiting to debit my account that they tell me the outcome of the claim. Meaning they waiting ti debit my account to tell me whether my claim has been approved or not. This is extremely frustrating because I am now going on the 4 week without a phone yet I have been paying insurance for my phone.