Poor service - phone claims

I submitted a claim for a damaged phone on December 2, 2025. The phone was assessed, and it was beyond repair. I have been since waiting for the repalcement of the phone. I made a follow-up before I travelled away on the 13 December, I was informed that they are waiting for the qoutes and no further communication until I made a follow-up again on 5 Jan 2026. It has been more than a month and I spend December holidays without a phone, yet yiou cannot even access their banking without a phone. I had to make a plan to have a temporal phone so I can be able to access their bank.