Finrite not keeping to their turn around timd

Im currently at my wits end with the poor service from Finrite, I submitted my claim on the 12th November 2019 and sent everythong through, I was told of a 72 hours waiting period, on the 13th I received an email for excess payment, I paid the amount and sent proof of payment through, If I dont call to follow up nothing gets processed, I followed up on the 14th and I was told it was sent for processing, they are waiting to confirm if they still have the Iphone 7 plus in stock of not they will send available options, I followed up again on friday 15th November 2019 still no feedback , they stated they kight get it later friday or monday morning, I called again Monday ( 18th November) still no feedback, how long is 72 hours supposed to be ? My premiums are paid but im frustrated without a phone and there is no valid reason why there is a delay. Im really tired of thid service.