Undelivered Good with bad communication

I made a claim on a Huawei P50 pro that I lost in August, the claim was successful, and I paid the excess fee. on September 1st I was told my phone would be delivered by courier. The phone was sent to Pietermaritzburg on September 6 and since then I have had to call every day with no success. Its been 18 days and I still don't have my phone that should have been delivered in 5-7 days. All I want is to get what I paid for and to be kept in contact with. Is that too much to ask for?