Approved claim - handset still not replaced.

This is the worst service I have ever ever received. Submitted a claim 8 September 2021.the claim was approved and I was asked to pay excess which I did and they rec'd it 10 September 2021 . Up to now I am still waiting for the replacement device. Like really now. What's the point of taking insurance then? If they do not have devices, pay out the money or make arrangements!!!!