Bad service to a very loyal custemor

I gave in my phone more the 8 weeks ago for a insurance claim. Just to find out after 4 weeks of me contacting them they haven't started working on it because the forms where filled in wrong by the casshier who helped my husband. After the manager delt with me and promised me on the latest 30/11/15 I will have my phone still no feedback she doesnt answer my calls, and ive been paying that phone every month and the insurance even if i dont have the phone. This is just outrages. Im tired of dealing with that branch and its manager after all of this comation. Ive been a loyal customer with my husband for years and this is what you get. 8 weeks ???? And it takes me to phone them to find out after 4 weeks that the paperwork was filled in wrong. Why dont you do your job but we still need to pay.... Whats happening with edgars and their standards? Please i want urgent feedback or matters will further.