Poor customer service

I have hold a device insurance through edgars, I lost my phone in May and had done all necessary steps to get my claim processed. My claim was approved on the 5th of May and was told that the excess I will be paying is R1000, I paid the excess on the 23rd and on the following Monday I called finrite to notify them of the payment of the excess I was given a list of devices that were available within my price range. I chose a Samsung galaxy A30s and was told that the phone would delivered within 3 to 7days of which the 7th day was on the 4th of June. I was only notified on the 4th that the device I opted for was out of stock. My question is why was I not called on time and ever since I have not been able to get through them they are not responding to emails. I'm getting really frustrated as I currently do not have a phone. I didn't expect to be given such service this is just horrible. I have written countless emails and done so many calls without any success. What do I do to get assistance I need to have a phone by Friday otherwise I will open up a case against this insurance.