Bad claim experience

I've submitted a cellphone claim and a day later i was told that the claim has been approved and i paid the excess same day but now its been a week i keep on calling them and each and every time i call them i get asked the same information of which I've provided for them via phone and email. its been over two weeks now but yet i still don't have a phone and there's no other information that they a providing me. I keep calling them and wait for over 25 minutes just to speak to a consultant and in the process of calling them you using your own airtime.