Handset replacement

I have been waiting for my handset to be delivered as i had claimed insurance on 18-02-2015 and i was advised it was processed on the same day and i would receive my packaged within 4 working days, i was told the package left their office on Tuesday but i still haven't received my goods. the lady i was dealing with told me she will follow up on the delivery but still nothing, i am not impressed with the way they work, normal courier services don't take more than 48hours especially if the distance is closer