Claim taking too long. No sense of urgency!

My cell phone was ****** over 3 weeks ago and I called it in to Callsure. I sent through all the required documents. I am now still waiting 23 days later. Was told that the handset was ordered and on it's way, that was 8 days ago! Really, how long does it take. But I feel that there is no urgency or sufficient contact to let the client know what is happening. I have to send an email to ask what is happening and then only do I get an answer! Not impressed one bit. Need my phone now.