INSURANCE CLAIM

My Cellphone Hisense insurance claim issue: The cellphone was picked up on the 17/05/2021. The claim ref no:EDCLMC ***. Everything that was required from me was done,but when I follow up I am told different stories and yet they are saying their calls are recorded I wanted to escalate the matter to their manager but An****ine refused to give me the contact details and told me that the manager is working from home The people that I talked to since May 2021 are: Tshidiso;An****ine;Thuli; Welza; An****ine; Katlego& Dudu I was told that the cellphone nèeds to be replaced and I don't understand why is it taking this long for this matter to be concluded, thus the reason to escalate now