Thief and loss apple coverage

I lost my phone on 28 Feb.. I was claiming my phone while I was claim suddenly the window closed that time I was on payment process after I opened again it was Stuck on the claim in progress I’ll share the picture as well.. Then I went to apple store and they told me we can’t do anything they booked my appointment this morning I got a call she was saying follow the steps turn on your lost mood on then start claim again when I was turning on my lost mood it’s showing wait for the mobile phone on after that I start my claim and its still stuck on claim in progress.