Poor service

I have an insurance claim with Edgars and there administrator is Finrite. I have never experienced such bad customer service ever. My son’s phone (Huawei P10 lite) was ****** in August, Edgars called me to say I need to pay the excess. I paid the excess 1 Sept 2018 and in 2 weeks I never received a call from them, I called to ask how far my claim was. They said I need to choose from a selection of phones and didn’t give me an option for the phone that was ******. Then I asked could I choose the same phone they said they will call me back, 2 weeks later I called again to ask what’s happening and also saw the Huawei P20 lite was going for R4899 everywhere that was less than my claim as my claim is R5000, I then asked them if I could choose the Huawei P20 lite they then informed me that there Huawei P20 lite cost more than R5000 and I need to pay R500 to get the phone. I asked all the consultants for a manager to call me and up to now I still didn’t receive a call. I eventually got a hold of a guy by the name of Neil that I WhatsApp and he escalate the call everyone I message him, and they still don’t get back to me. As I am still paying insurance for a phone I don’t have and this is been going on for 5 months. Very unhappy with service and canceling the insurance.