Cell Phone Insurance Claim

In Dec. 2014 my mother's Samsung Galaxy S5 was ****** while we were on holiday in Margate. The handset is insured through Edgars for an amount of R8000.00. We submitted the claim and it was approved and she received a phone call informing her that she needs to make a payment of R800.00 as it is a 1st claim. We have no problem with that. We went to Edgars Vaal Mall to see if they have stock and surprisingly they don't. They claim that they put orders in with MTN and Vodacom without any success. The lady there told us that in January she could find us a Samsung Galaxy S5 in Sandton but it is a display phone. It is available on the MTN network for R9995.00 and we are MORE than willing to pay in the difference. But guess what they could not courier it to Vaal Mall as it was the only one left. It is now almost two months later and still we have no assistance in this regard, going to the store, phoning call centre and so on. Payment for the insurance is still made on time but their attitude is we must wait, they have Samsung products on display but none in stock. Please assist as we are tired of empty promises.