Bad Insurance Brokers

Very poor serviced received from this brokerage would highly recommend you stay away! I've been paying my premiums for a service whereby my goods are insured against loss or damaged and now I am trying to claim but have been waiting a week for the replacement of my Cellphone! Requested claim Monday from Joy Abrahams who sent the application at 5pm and had everything completed by the Wednesday 1pm and Joy confirmed that the claim is completed and would be fastrack. It's now a 7days later and still no settlement or replacement. I've spoken to the claims manager Rene Monday 11th who said I she would contact me that morning with feedback waited but got nothing. Then I had to call Rene back this morning and all I was told the insurers are at fault and She will do everything to get it done today and call me back. It's 5pm and i've received no feedback at all. I thought this is why you use a broker instead of direct insurer to avoid this kind of situation but I guess I was wrong. I hope I eventually receive a replacment new phone after years of service to this brokerage.I feel done in and extremely disappointed and will definitely not refer anyone I know.