My Robot Vacuum Broken, No Response from Gulf Insurance Customer Service

I bought a robot vacuum from Teknosa, and the dustbin got shattered. I sent it via Gulf Insurance with a warranty claim before the holiday season. It's been almost two months, and I haven't heard anything back. They keep telling me the product is still under inspection, claiming it takes 20 days. Even if it's just one month, they somehow extend it to 10 days and then 20 days. Customer service is absolutely useless, providing no helpful information. I paid 17 thousand just to have a 13-thousand-robot insured, and now I'm regretting it. I called three days ago, and they promised to get back to me, but they didn't. Today, I called again, and still, no response. This is beyond frustrating!