insurance claim

its being 3 week now trying to do an insurance claim for a explorer decoder from jabulani mall and maponya mall ,every week they don't have stock and don't know when stock is coming through ,how is that possible .the old decoder is no longer available and they say you must get explorer 2 or 3.how can they not have any stock for the current decoder they even say we cant go to randburg as they were advised not to send clients.this is a stunt not to furfill insurance claims .We have being paying for insurance and services we are unable to use.the send a compliant reference number***8 and still waiting for feedback and a way forward .a consultant said they will arrange for a delivery at jabulani 2 weeks ago and im still waiting .I need the decoder ASAP.CUSTOMER NO ***0