Cellphone insurance claim

This insurance company is a modern day ****. I submitted a cellphone insurance claim on 18 October, paid the excess amount. I have bee calling almost every day and getting the same answer ie. We have sent an email to the replacement department. The call centre agents keep on making excuses if/when I want to escalate the matter, today I was told both Manger and supervisor are on a tea break. These people must be dealt with. They are fine taking people's premiums and excess money but not when they have to meet their side of the bargain. I have not received a single email/sms from these people acknowledging my claim or giving me any feedback. What a *******.. Damn Finrite