Lost phone

I have an insurance on my phone a Huawei phone which I took with the company and I lost my phone about 3to 4 weeks ago I sent them all the documents they requested from me but since then I have heard any response they only respond when I sent them an email just to tell me they have received my email no phone call nothing no one is bothering calling and telling me what is the delay am not happy since I don't have a phone I just want my money and cancel that insurance because they don't deliver what they promised.