Pathetic service

Good day On the 2nd of August 2019, I spoke to Andile about my iphone that was ****** and till to date ,the matter has not being resolved. IME number is ***, iphone 6. Today I spoke to Janree who promised to send me an email about the acess fee that I need to pay and no email came through . I have been calling finrite almost everyday and all im getting from its pathetic agents is that the matter have been escalated.Can someone tell me how long does it takes for the insurare to replace the ****** item? Am I paying for my insurance for this.I am so angry with finrite and their pathetic service

Please assist me with this matter because it is already a month that I have reported iPhone6 and its not resolved

Angry Hermina