Waiting for Claim for over 3weeks

I called Finerite on 2 Nov telling them my iPhone needed to be fixed as it just went blank. They told me to take my phone to a CellC store so I could complete the claims forms and they would take my phone to their repair center. CellC said they could not take the phone cause it was bought at an iStore. I than took the phone to the iStore for repairs and later called my insurance. They informed me dat they were not meant to insure my phone in the first place because it was not bought at Cell C. I sent Finerite the quotation from the iStore repair centre indicating that I needed to replace the phone as it was beyond repairs. Finerite disputed the claim, saying that this phone can still be fixed, I jst dont know how to interprete the quotation. I than told Finerite dat since da phone needs to be replaced and I am insured for up to a maximum amount of R12000.00. I would like to get a new phone from the iStore. I sent them the quotation and we have been going back and forth for three weeks. I have paid the access fee however my claim is still not resolved. Each time I call I am told that a manager will call back and days go by without it happening. Consultants have dropped da phone on m