cellphone claim

i have a problem with my claim, your consultants say that my imei number was not updated on their system from the previous claim and my confusion is around how this is any of the clients fault, i have called several times and the reps keep telling me different stories and at one point one of them said that the claim had been approved, they are awaiting feedback from accounts to advice on the access fee and that he would call on monday, when he didnt, we called and were told a different story and every single time we call, they agents always insist that they will call back in the next 24 hours, none of them have called me back, this is really unacceptable, i've had to use alot of airtime calling you guys but dont receive any service. the worst thing is that they wont even allow a customer to speak to a supervisor,