Cellphone claim: waybill *** for Huawei p20 claim

My sister called in this morning to enquire about her cellphone claim as she had paid the excess on 28/08/2019 at Finrite but to today no cellphone has been delivered. When you call the call centre they tell you you must follow up with the courier company adn last time we checked this device was insured with Finrite and not with the courier comapny. Apparently there was a problem with the address after she supp**** them with her current address and two contact numbers but still no response until today. Two request fro Natasha Classen to contact her but nothing. Thank you Poppie and Lerato for not helping at all. I am leaving work now without a phone, i wonder where is treating the client fairly