Very bad service from finrite administrators

My phone was ****** so i started the claim process which unfortunately is at finrite administrators. Send all required documents, got notified i needed to pay R500 excess, i paid it, money reflected on monday 2march 2020.they claim i will receive my phone 72hours after money reflects... I still havent been contacted regarding which phone they will replace my ****** one with. I am without a phone... When will i get my phone... I see other people wait for months to no avail... I pay my bills and installments every month like clock work and i am getting such a bad service. No communication from them at all. If i wanto communicate i need to call them and hang on the line for 30 plus minutes... Ive wasted R300 of airtime so far which i probably wont get back... My claim reference number is TC030817... What do i do, how do i get my phone how do i insure these people dont **** and ***** my money, please help