Cellphone insurance

I submitted my cellphone insurance claim that was two weeks ago. I did everything that I was requested to do and was promised that in 48 hours some will call me for a replacement phone. When I called after 48 hours was told to wait for 72 hours and did not have a problem. Now, it is more than 6 days still waiting for someone to call me from the replacement section. I have been calling and they promised me that some will call me every day and till today never received that call.