poor customer service and service delivery

I submitted my claim form for my stollen cellphone on the 7th of February 2015. My claim was approved and the phone dispatched on the 26th of February. it took that long because I had to call in everyday and stay on the line for endless hours cos they don't receive emails you send them. its been 2 weeks and counting and I still haven't received my phone from c insurance. My payments to this insurer have never faulted but here I am being inconvenienced by they're poor delivery time that they had promised and not delivered!