Assurant found phone still isn’t activated

We lost our iPhone and filed a claim on a Tuesday. They sent us out a new phone, in the meantime we found the lost phone and sent the unopened replacement back to them.  I've been trying to get them to reactivate my phone for 7 days and it's still not working. They keep telling me they need to forward paperwork to their supervisors. Why is it talking so long?? Is this normal? They so quickly deactivated it with the touch of a button,  but reactivating it takes forever. Doesn't make sense.