Non Responce to Cell phone claim

My IPhone 5S (white and Gold) was damaged, i claimed and the claim was approved. i paid the excess fee of R300 and my phone was collected on the 28th of November 2014. I followed up on my claim after two weeks as my phone was still not back and i was told that my phone never reached the repair centre (TT3) and that they will look into the matter and get back to me, but i never received any feedback. i spent the whole festive season without a phone while my insurance premiums were being deducted from my bank account. In january 2015 when i got back to work i called in to find out what was happening and i was told that the courier company \Courier Guy"apparently lost my phone and that they will need to replace it. A lady from Courier guy (BIANCA PIETERSE) called me a few days later promising to replace my phone with another Iphone 5S (white and silver) since they couldn't find mine. Its now the 6th of February 2015"