Pathetic service from Finrite Administrators

I've been a client of Finrite Administrators for a long time and have always received good service from them. But exactly TWO months ago I booked in my Huawei Mate 20 Lite cellphone for repairs. After a month of no feedback I called to follow up on the status of the repair only for the consultant to tell me I first need to pay the excess amount before they can proceed with the repair procedure. If I didn't call, nobody would've contacted me to say I need to pay excess first. After that there was an issue with the ordering of parts for the handset and eventually it was declared Beyond Economical Repair (BER). I was told that an agent from their Replacement Department will give me a call within 72 hours with options of replacement devices to choose from. The date was 08/09/2021. I am still waiting since that time for an agent to call me back. Everytime I call Finrite the consultant just tells me that they will escalate the issue. It has been TWO MONTHS already and I feel this is totally unacceptable from such a big institution. I have never skipped any of my premiums and feel that this matter needs to be resolved ASAP