Admin plus insurance poor service

I lost my p40 lite cellphone and my phone was insured with admin plus. The processing of the claim took 2 weeks. Then it was approved no communication after that; I had to follow up with Monique no response week number 3 I got hold of Marcel and he told me the access fee and after receiving proof of payment they will deliver the phone today it is week number 4. Apparently Marcel is sick that's the reason why my phone is not delivered. I am not satisfied with admin plus service...the communication is very poor!