Very annoying and extremely poor service

Hollard insurance is trying to get an excuse not to replace my ****** phone. I have a cellphone contact with Cell cell, whereby hollard company is the one administering the the insurance claims. Today when I did the followup earlier on, lady said to me, I still have to wait for the turnaround time whereby it will take 14 days. I asked when did the counting of thr turn around strated because I submitted all the required information on 30 Aug. She said it has started the 02 Sep, whereby today was the 07th day, still have to wait another 7days again...... Why do not know. Do not know how long I will still be sitting without a phone. Worst of all, I have been loyal with payments