Still waiting for feedback on claim

I sent my claim form on 30th March 2015 and paid my excess fee. Whenever I call no one is able to give me a straight answer on the statement of my claim and I get no feedback from them to let me know what is going on. I must always phone to ask or try to get information from them. They are offering me phones and when I phone to get to follow up they then say they don't have that particular phone in stock!!!