Finerite delay to fix my phone

3weeks ago i received an sms saying my claim has been approved,a day after i took in my phone to HI store at canal walk,with the information that Finrite will collect it the following day and i will get a call once they done fixing my phone,today i called Finrite to follow up,consultant Zanele said Hi store haven't sent the phone,called Hi store they confirmed the phone is still with them because Finrite haven't collected the phone and since Hi store sent an email to them they never bothered to respond nor collect the phone and both parties don't know how long this is going to take in order for my phone to be fixed .now I've been sitting without a phone 3 weeks and no one knows how long this going to take but every month i have to pay useless insurance...