Bad Service when claiming for a phone

<p>I took an insurance with Callsure in 2014 and now when i claim for a lost phone they gave me a phone which had a factory fault. I returned the phone within the first 7 days as advised by the consumer commission. It has been 4 weeks since they took the "new" phone and there has been no feedback from them. I called their offices from the second week after they took the phone as i did not get any feedback as to what is happening with the phone. Until today, four weeks later, when i call their call centre, i am told that the phone has been taken for a warranty assessment, and that the technicians did not give an indication of the turn-around time.</p> <p> </p> <p>1. why take a new phone for warranty assessment when the phone was returned within the first 7 days?</p> <p>2. why have I asked to be transferred to the manager and they are not passing my calls through?</p> <p>3. why has nobody called me back to ensure me that i will indeed get a phone?</p> <p>4. Did Callsure give me a working phone or have i paid an instalment for nothing the whole time? </p>