PHONE CLAIM FORMS

I HAVE SUBMITTED MY CLAIM FORMS FOR MY LOST PHONE ON THE 11TH OCTOBER 2019 TO VIVA INSURANCE (TECHSURED). THEY REP**** THAT THEY HAVE RECEIVE THE CLAIM FORMS ON THAT DAY 11 OCTOBER 2019. SO I STARTED CALLING FOR UPDATE 3 TIMES A WEEK THEY WILL TELL ME THEY ARE WAITING FOR QUOTATION, EVERY TIME I CALL THEY SAY SOMEONE WILL CALL ME TILL TODAY. I'VE SEND EMAILS NO REPLY FROM THEM. WHAT WORRIES ME MOST IS THAT THEY DIDNT DEBIT MY CAPITEC ACCOUNT ON THE 30TH OF OCTOBER SO I DONT UNDERSTAND THAT PART ALSO.