Bad service

My phone got lost/****** then i processed a claim on the 02/02/2018 where I was given an access fee that I paid on the 09/02/2018. I sent the prove of payment same day and I called the call center to process everything, I was then told I will receive the phone at the chosen store in 3 to 7 working days . I then gave them the required time . I have been calling them and all the people iv been talking to are telling me they haven't ordered or the delay is at the warehouse. Yesterday was the 7th day .I then called this morning only to find out the phone has been ordered but has not been dispatched and the lady said I should only expect it next week Wednesday. That right there frustrated me because never had I not paid my premium and I'm the one that made follow ups ever since . This is the worst insurance one can take and looking at the complaints here are when customers need to claim . I'm extremely disappointed and unhappy with the service I have received from the cSurance . They need to remember this is not a favour and this is my phone and I want it before the end of the week as they get they payment on time every month.