2 weeks to replace a broken laptop - and still not replaced

I claimed for my laptop that fell and the screen stopped working. The claim was authorised on 3 Mar - laptop still hasn't arrived by 15 March. I called a few tims during that period and begged for communication around this. Called again today at midday and was told the service provider had called me to arranged delivery today (a lie since no service provider called me today). By 4:30, I called Discovery Insure again - again was asked to hold while they spoke to the service provider who said they spoke to me and preferred cash (a ridiculous lie). Admittedly the deceptive behaviour was made by the service provider and not Discovery Insure. The complaint is on the lack of communications and the lack of replacement of a laptop 2 weeks after claiming (their website says "We replace your specified lost or ****** electronics within 48 hours" - but when do they start calculating that?