Replacement for a new phone

I have claimed for a lost cellphone on the ***, the claim was accepted and I have paid the Excess. now no one can tell me when I will get the phone, no one is getting back to me, and I have waited for the 8 working days. the cell c store has not received the handset as yet, and I have wasted my time I've been calling them every week . unreliable responses from the consultant whose handling my claim (Jabulile Magwaza) have been the norm since I have claimed. this company is quick to take my money but they have a problem when it comes to paying out as promised.