Very poor customer service

I am very angry and dissapointed with their insurance company since they are making me look n feel like an idiot, i made a claim with them since i was ****** and they took my phone. I have submitted everything that was needed to them,but now they say i must go to my network service provider to ask for a usage revesal of which no one knows about it, i have made my claim on the 11th of january till now no one is saying anything and i feel it is not fair since i am paying for the insurance. The worst part is i need the device for work purpose, i might end up not getting my salary because of them. I feel they are inconveniencing me and putting me under stress after all the traumer that i have went through. I would appreciate any kind of assistance and be responded asap.