STILL WAITING FOR A CALL FOR TWO WEEKS NOW

I LOGGED A CLAIM AND IT WAS APPROVED, I THEN PAID FOR THE EXCESS AS PART OF THE PROCESS WHICH WAS RECEIVED. I HAVE BEEN WAITING FOR SOMEONE TO CONTACT ME FOR THE REPLACEMENT OF MY PHONE SINCE THE 05TH AUGUST. EVERYTIME I FOLLOW UP, I GET A MESSAGE THAT " SOMEONE WILL CALL YOU TODAY OR TOMORROW" I HAVE CALLED MORE THAT THREE TIMES ALREADY. THE LAST TIME WHICH WAS MY FORTH TIME THE LADY SAID, THE PERSON THAT WILL CALL ME IS BUSY WITH A CALL, ONCE DONE SHE WILL CONTACT ME ..I AM STILL PATIENTLY WAITING FOR THE CALL. I AM SO INCONVINIENCED AS I USE MY PHONE FOR MY WORK AND UNABLE TO WORK AT THE MOMENT. WE PAY FOR INSURANCES FOR CONVINIENCE.