Discovery Insure - Shocking

Been with discovery insure and put a claim in for a phone. as per their agreement on a phone the leadtime is upto 3 day. I am now standing on almost 2 weeks. I called to follow up on the claim and was advised by a consultant that he approved and verified my claim and I would expect a message from Discovery insure via sms to confirm my claim and I would just have to reply with my claim number and a Voucher for Makro will be then smsed to me which I can go to Makro and replace my lost item this was on day 2. on day 3 when I called to follow up about this I was told the claim was refered to another department and the consultant by the name of Tando Myemane,This consultant didnt call me only after his manager called me he called me to say he needs to verify the claim which does not make sence, I gave him all the details he wanted and co operated with everything. His manager called me her name is Lizelle Schoeman and said that it wont take long for him to verify all the details and the claim can then be closed. This was last week Thursday. Friday no answer, Saturday no answer, Sunday no answer, Monday no answer, Tuesday I missed Tandos call and without him trying again to get hold of me he sends an email demanding more information, Wednesday he calls me to confirm if I got the email and I did tell him yes but I am unhappy as this is dragging out very long and not what I was told. He made it very clear to me that I just have to wait for them to do what he has to do. i told him this is unacceptable and not was agreed to me over the phone and according to the recorded conversations. I told him that before I send him any other information I want his manager to call me which only happened last night at 18:31 with telling me oh sorry she could not take calls all day and she is driving home now but decided to call me. I explain all this to her but again I have to wait. I sent the information they needed and requested feedback to at 12:00 not need less to say no feedback. I tried to call the manager also but nope she does not answer the call. No message to say sorry cant talk or I will call you back later just nothing. My Claim number is ***. They are quick to take your money and promise you the world but when it comes to delivering to their promises ..............................