Extremely bad service

Attempting to get a claim payout on my husband's ****** cellphone, it's been a month. At first it's back and forth regarding documents, sent directly from the company they're affiliated with, they can't open, I sent it in PDF!! If you're affiliated with a company, surely said company should provide you with software to open their documents. In the case of a different format sent to customers. Then, they were looking at the claim we had in for a broken phone. It's been a week since that error and we get a message every day to tell us it's 'under review'. All documents and payments from our side are in order, what could possibly take a month to resolve?! We've been paying insurance on these phones for exactly this reason yet we have to wait for them to resolve this claim over an unspecified period of time. We have to pay this insurance on time every month or we forfeit it, however the same rules do not apply to the company and the time limit on paying out? It is extremely frustrating dealing with them.