Insurance complaint

Sony Ericsson's Z3 fell and screen broke. We have insurance on the device so took it in in the beginning of November 2015. The device was sent in to the repairs. So we received a message to pay R on the insurance claim. Then last week mid week we received a message unit on route back. Will take 5 working days. Then yesterday we phoned to find out then the store tells us that the unit was unpaired and they don't know why?? So i took the number for the insurance claims department and called where they said that the phone wasn't repaired as they didn't get the information from the branch that books the device in which ia welkom. They then transfers me to Fatima who said that its not them the branch did not send the papers on system. I phoned the branch to enquire and they said they are sending the phone in again and they did not know off this. I THINK THIS IS VERY UNPROFESSIONAL AND I WANT MY PHONE ASAP AS I HAVE BEEN STRUGGLING FOR A MONTH WITH OUT IT AND I PAID FOR THE CLAIM ALREADY!!! I want my phone lates next week!