ABSA Idirect - Claim settlement taking way to long

I have put in a claim for two phones and IPhone and Samsung S4. It was collected two weeks ago and to date I still not have a final decision of settlement on the second phone. There supplier Greenwold requests an excess to be paid before they can go ahead with the repair. Little to know there is no stock for screen replacements. I was told that it will take 10 days for stock to arrive for the Samsung then it will take an additional 3 days before we get the phone back. The IPhone I will be receiving today 5th April (hopefully). I have been calling the insurance so many times to find out what is happening. Absa Idirect claims handler does not phone back to advise what is happening. It is a cost to me to find out what is happening. Now a decision is pending to either settle or replace the phone (which take 3 days for delivery). Should they settle it will take them 5 days for the finance department to process payment. Really after this long wait you would think that they will accommodate the client quicker. This is not very good service. I pay a hell of a lot of money for insurance and once in a while I will put a claim in should I need to do so. Not a very happy at present.