Going through the same thing: I started the loss claim on 1/15, it was approved that day, but nothing has shipped. I waited two business days before I started calling AIG and Apple, and they kept directing me to each other. One Apple representative said "they were running diagnostics on the phone" and I was like, "but they should be shipping me a new device?" and he made up some lie about how they have to run diagnostics on new devices. Another Apple representative had me on hold with her for 30 minutes and said she would connect to AIG for me, and when she connected the line it was a random man who said, "Hello? Yes? This is not AIG. This is a personal cell phone" and then I got disconnected lol.
But overall, from all the info I've gathered throughout 6 phone calls, I think Apple should be responsible for handling this mess, yet they're the ones who keep sending me to AIG. AIG handled their part for processing the claim and sending that info to Apple that I need a replacement device. I'm not sure if it's a miscommunication problem but the Apple Distribution Center should have some sort of contact with Apple Support or AIG so that everyone can be on the same page without keeping open claims floating for days.
