Bad customer service

I have insure my device with Finrite through Edgars. I lost my phone then i submiited my claim and my claim was approved by them. I pay the access amount on the 25/09/2018 and I chose the device of my choice on the 01/10/2018. I have been calling them every week to ask them what is the cause of delay each and every time I speak to one of their consultants they keep on telling me I will get my phone during the course of the week I should wait for their supplier to contact me to confirm my address and choose the colour of the phone they never cantact me till this day. I sent them two emails already to their complaints department I never got a response