Finrite Insurance your service is ****.

I paid my excess fee on the 25th November and never got communication after that. On the 4th December I sent an email to the complaints department and Jean handled the matter for me, he then sent an email on the 5th December saying "Kindly be advised that the claim has been authorised and we are awaiting either a waybill tracking in number / replacement options and will revert once it is received" and then there was no communication again. So this morning I called again for an update I was on hold for 10 minutes (which is always the case) and the agent promised I will get a replacement phone before Friday. I am really worried because I used my work address and we are closing for holidays this Friday. Why do we have to go through this when you deduct our money every month? I am so upset yoh.