phone incurance claim

I have received a bad service from admin plus insurance which is Telkom insurance. I paid the access amount on 28 November 2022. I recived an email saying 24hrs for access amount to be allocated to claim.Then the admintrator will contact the supplier for new then in the next 7 days i should recieve my phone.

Today is the 20th and they keep on saying they have place an order with the supplier i will get my phone , and the consulntant said it was only orded on 14th. They will contact me when it's on the way. I have being call to check since the 12th. I have an email from Vincent who said they will investigate my phone issue.