Finrite Insurance claim

We submited a claim for a device which was ****** and the claim was approved I had to pay a access fee. Everything was going well but the minute I paid my excess fee no one has been in contact I was told 24 to 48 hours finrite will call with the list of phones to choose from an 3 to 7 business days for delivery but it has been 5 days now that no one has called me and when ever I call I'm told someone will call me before the end of day but no one called this is so unprofessional and I will never recommend finrite to anyone as my experience has been the worst ever I've never missed a payment and its been 3 years now its my second phone with Finrite. I'm still paying for the 1st phone that was ****** finrite has been taking the money for the past 1 an a half years for a phone that does not exist anymore how is this possible. My phone that has now been reported I paid R2500 an they only approved me R2000 this is impossible I am disappointed in the service and the procedures