Airtel — regarding airtel insurance claim (mobile phone)

We've registered for this so called scheme introduced by airtel called "insurance claim" which replaces your handset in case of any accidental damage for which we shall be paying some amount per month. Recently i fell down from my bike and my mobile touch screen got damaged. Bearing in mind that i've insurance for my mobile, i applied for airtel insurance claim through one assist. They first asked me to upload documents and followed the same through their website. After 2 weeks or so, they found out mismatch in the documents uploaded and the name of the mobile owner (Who is inturn my father-in-law). I cleared the issue by producing a letter that the mobile has been gifted by my father-in-law and sent a mail along with his id proof stating that the mobile was gifted by him and hence the name appeared. I almost followed up rigorously (Everyday) with them as they asked me to send mails 3-4 times. After i'm done patiently with them, i finally got a call from them after 2 months saying documents are verified and pickup person would come and pick the mobile for replacement (After which it takes around 20 working days for the mobile to get replaced). It's been more than 10 days that i got a call from the concerned airtel person and still nobody turned up to pick the mobile. Impatiently i called them to know the status and to my surprise, i came to know that the documents are still in pending state after i've uploaded and got my documents verified. When i walked into the nearest airtel store, i met a person who is undergoing the same complaint that the documents are still in pending state even after 2 months and that moment i decided to show up their irresponsibility towards their customers and how they're looting customers on the name of "insurance" when they're are not bothered to resolve customers' genuine troubles. Kindly help me out on this! I just got vexed up following up with them.