Incompetency

In February I've put a claim on my iPhone6s+ of which my screen was damaged,on the 23 Eunice called me saying phone will be replaced and the one will be removed she even gave me service providers contact details of which suppose to call after 2days if I haven't receive my new phone.to my surprise when I call those ppl they didn't know about replacement thy only send invoices for repair ever since then haven't heard from Eunice I've been calling insurance with no help it about 3weeks today4/03/16,still waiting for my phone with a lot of miscommunication and confusion.im pleading to whoever can I have my phone as it is I will fix it I don't think budget deserves my money with *********** employees.im very very angry and frustrated.