PAID EXCESS NOW I HAVE TO FOLLOW THE INSURANCE AROUND TO DELIVER MY CELLPHONE

Good day I have log a claim for my cellphone that got lost on the 31st December 2019, went to the police station on the 02 January 2020 and went to Edgars in Randfontein on the 03 January 2020, my claim was successful and the requested the sum of R1800 because i am claiming for the second time in a year period, excess was paid and they called me to choose a cellphone which I did and they told me I have to top up the excess with R100 due to the phone that I am requesting and that was done on the 17th January 2020 I am now still awaiting for the phone till today and I was told the phone will be delivered not later than the 22nd January 2020 and nothing called on thursday the 23 January the told me turn around time is 5 working days I called again on friday the 24 January 2020, I was then told 7 working days to day is 7 working day and now they cant get hold of the supplier.. WHAT IS GOING ON? CAN I HAVE THE STRAIGHT ANSWER ON WHEN AM I GOING TO GET MY PHONE?...