Cellular phone claim

I have registered a claim around March 2021 and whenever I call Finrite to make follow-up they will tell new stories, e.g claim is approved, you are advised to settle the areas for your claims to paid. I settled the areas and call them to check status of the claim (as Finrite never called me since March 2021 -Jan 2022.). I was told claim was escalated to head office for approval because it was registered late. Tried to make follow-up I was told they still waiting for head office to give them feedback. I called again, I was told to submit medical certificate to proof that I was ill. they say all calls are recorded and available on request, requested and still waiting for recording till to date. I submitted the certificate on 07 Dec 2021. I called again, the call was escalated to head office for approval and check and check after 14 days. 14 days lapsed and respond still waiting for feedback from head office. I called the twice this months and they are still waiting for their head office to give them feedback. The insurance is still active.