Finrite Device Insurance

I submitted a cellphone claim insurance on the 02 Novembber with Ackermans. I have been going up and down, making calls and sending emails and I still haven't received a proper feedback. I have been called by the lady called Grace last week Monday and she told me that they have everything they needed from my side and it will take them 3 to 5 working days for some people to collect the damaged cellphone so I can receive a voucher to get a new phone. I waited, made calls but in vein. She only called me today telling me that I have to wait for another 3 to 5 working days to receive a voucher so I can get a new phone. It's almost a month now without a phone. They make their problems mine. I was billed for insurance this month for the cellphone I reported damaged in the beginning of the month. This is the worst insurance I have ever taken in my life.