Phone Insurance

So I bought my Phone from Ackermans in January 2020 then I was offered comprehensive cover for phone so I took it without hesitation and I have been paying it faithfully for the past year and a half. So two weeks back the screen broke and I contacted Finrite as advised by Ackermans they told me which documents to submit so I did. The next week Ram came and took my phone for inspection then they promised to send a voucher for a new phone in the next 24-72 hours, IT HAS BEEN 7 DAYS AND I STILL HAVEN'T RECEIVED A THE VOUCHER YET. The worst thing is that their not communicating with me as they did before they took my phone.