Insurance claim

For goodness sake we are paying... Why one is getting such a bad service(can one explain?)... Can anyone let me know how long it takes to get a device after claim has been approved and paid for the excess. Can someone please let me know what is happening with ***,without me getting into details about your service to clients. It's over a week now I have been told that the service provider will contact me regarding delivery. Without stating names of your staff I dealt with. We are being frustrated for nothing here... Is that how you conduct business?