Six weeks claim, still waiting for a the replacement phone

It's been 6 weeks since I first put in my claim and I still have no replacement device. I sent my first communication 6 weeks ago which only got a reply after 3 weeks of countless emails & unanswered phone calls from me. They just don't answer the phone or it just goes straight to voicemail. After finally forcing them to reply to me they offered me a phone which is less than the value of my phone & a higher excess fee, I kept asking for alternatives and an explanation for the higher excess fee but I didn't get a response to that. The agent who was dealing with my case only replies if I add the main *** to our mails. I ended up agreeing to the low valued phone & higher excess but I am still waiting with no communication from their end 6 weeks later. I do not want the device but because I had no choice as I was struggling without a smartphone, I was pressured to agree & I am still waiting to this day.