Pathetic service

On the 7th December 2018 I was ****** of my cellphone device. I immediately reported this case to my cell phone provider I then reported the case to my nearest police station to receive a case number which will be required for the insurance. On the 16 December I have made payment for the access amount which went of twice from my account. On the 18th December my daughter was following up as I didn’t not have a device to call the insurance company which all was in order she spoke to them and on the 21st December they requested her banking details for the reimbur*****t which was provided. On the 28th December my daughter called in to confirm on the process of the claim and when we should expect the device and reimbur*****t money, she has spoken to a Ntsebo Moloi who gave her an option of 3 devices which was Samsung A6 plus iPhone Se or the Huawei p20 lite she advise the consultant she will call back after getting feedback from me. After reaching me through a colleuge at work when she had called the call center back to confirm the device we have chosen only to find out that agent had made a mistake and given her the list of devices for a higher premium package so my daughter awaited to hear the options provided for me. The consultant provide her with a lower premium package however none of these devices where infact the actual device that was ****** from me. She asked to speak to a team leader and was transferred to a Pearl Mojola who insisted that these where the devices there were offering and when my son had come through as my daughter was very upset after getting no joy from the team leader as now after all this team they only wanted to speak to the contract holder, my son then advised pearl i was not able to speak as I don’t have access to a cellphone to make or receive calls pearl explains to my son that these where the phones they could offer as we are on a lower package my son asked her if that’s the case should we not get like for like meaning receive the same phone or the similar phone to the same price range as we wanted to google the retail price pearl advise him that they mark up the devices so which we aren’t able to google retail price as their prices would differ so he requested to speak to a manager her name is Catherine Henry which she had returned the call back to my daughter at around 14:00 my daughter then explained that we understood rules and regulations if the agent made a human error in the first place by proving us with an incorrect device listing should my dad not receive the exact same phone we was ****** or or a device that’s of similar value not something the insurance marked up higher to suit them. Catherine asked which was the nearest store to receive the device and we agreed she will call back with feedback no later than 17:00 yet no calls were received. My daughter calls back this morning at around 9:05 and spoke to a Lesley Eiteala who advised her that Catherine Henry isn’t available until Monday and there no aren’t any managers available only team leaders so we have to wait for someone to call us only when it suits them and wait for our reimbur*****t of the money until next year 3rd January as the financial department is closed this insurance company doesn’t have any customer service values and refuses to help me to receive my cellphone nor my reimbur*****t.