Absolutely Ridiculous Service

I am absolutely disappointed being a loyal customer for 13 years, paying my premiums on time every month to be treated like nothing when I need them the most during claim time. After Lodging a claim in February getting them all documents needed for my mobile phone claim I was told I would be contacted by the distribution company, which I was and to whom I paid my excess on the 28th Feb 2019, 4th March I confirmed payment has been received by AK Kara and my device has been ordered the colour had even been confirmed. I was then told a woman named Anthea from Suresettle would be in contact with my delivery confirmation which happened she confirmed address perfectly. From there I have no clue what happened. a week later I call Suresettle and Anthea not being available I speak to someone else who informs me they are out of stock of the device and they will be contacting Ak Kara to refund my excess and Dial Direct to pay out my claim,48 hours later I contact AK Kara for timescale of refund they advice but they do have stock and device was ordered and they No longer do business witj Suresettle - where this leaves me is anyone's guess! I call suresettle and when I introduce myself I am not put through to the person handling my case I am told by the person answering she said she is following up - now more than a month later no follow up and all the while I am without a device yet my premiums are still being paid. I have a friend who claimed with first for woman after me and has been sorted that same week, I am so embarrassed not to mention livid to have my claim drag this long that shopping for other insurance altogether seems like less effort and a much better option. I have also emailed dial direct directly and received no response, so I'm having to follow up and receiving nothing but vague answers, failed call backs or just blatant disregard.