Terrible Service

I submitted an insurance claim, handset was collected 8 days ago. To date BFor Mobile cannot give me a date as to when i can expect a new phone. I am being told 6-8 weeks, since when does a cellphone claim take 6-8 weeks, that is beyond ridiculous. With my previous claim, i was told 7-14 days, I had to kick up a fuss then also to get the phone sorted. Firstly they tell me physical damage is no longer covered, yet I wasn't advised, so why am i paying for insurance then??? My premiums are paid on time monthly, but the moment I need Customer service, it's like I am being unreasonable. THE SERVICE IS BEYOND PATHETIC!!!!!!