Bad service for claims

I had made a claim for my damaged phone around the 19 of September 2018. I had been struggling since to get my cellphone replaced. at first I was told I would be given the iPhone 8plus as a replacement. I was then told that it was out of stock and I have an iPhone X as my other option. It has been over a month and I am told that the iPhone X is also out of stock. I had to contact Vodacom ****erney which is where I had taken my cellphone to and they told me I have to go to Sandton City iStore to get a pro-forma invoice and send it through to Cellsure via email. I am honestly not able to travel around for this as I do not understand why can that not be done by the insurance. Cellsure has advised that I need to go to the Vodacom store in ****erney and get my replacement phone. I get to ****erney and I am told they do not have my cellphone there and I have to sort is out with Cellsure. I am honestly not happy with the service I am currently receiving. I have been patient for a very long time but this is not getting anywhere. Can I get someone to assist me or just give my cellphone back and cancel the ****** insurance.