Cellc Device Insurance Claims

I have issued a claim to cellc device insurance,they quoted excess fee i paid on the 21.01.2020. got an email to confirm the device is ordered and they recived payment, nothing has been done since then i have to call them everyday and they tell me it will be despatched after 24 hours till today nothing has been done there is nothing they can do on their side, i need to know who will assist me if they cant do anything from their side? i am a loyal customer to cell c i have never missed any of my payments they recieve their money on time but now i must suffer like this?