c insurance putrid service lazy employees

I took my laptop in for repairs i then was only able to make the payment of the excess fee two months after I made the payment last month i was advised in the email that I will receive it back 7 to 14 working days after only to be advised by the c insurance company they cannot locate my laptop i have the representative at the stores email address i emailed him asking if it is at the store he said yes i called back doing these mother****ers job to tell them they advised they will have it collected i also sent an email with the reps email address as they said they are unable to get hold of the store ive been waiting for almost another three weeks for my laptop cause they to ****ing lazy to do their gosh there are so many people out of a job employ new ones cause clearly they don't wanna be there i then chased up only to be advised allow 24-48 hours so here's the thing the value of that laptop is 7500 I had insurance for damage for a reason should be lost someone needs to be held liable i wil have this escalated further i want my laptop replaced or repaired as soon as possible