Cell phone claim

On the 16-01-2015 I lost my phone and I phoned FNB on the 19-01-15 since I insured it with them I spoke with Jaco Lubbe he sent me an email with the forms and an email to send the forms to. I did that, I waited for few days there was no response. I decided to call FNB again on the 27-01-15 I spoke to lady by the name of Emalda that I spoke to told me the email I used was not working. She suggested I email it to her I did that. On the 28-01-15 I got an email from Brycen explaining the processes that will be followed and giving me my claim no. I also gave him a chance until Monday 2-02-15 I phoned again asked him what is taking this long, he said they are still waiting for the service provider to give them a list of phones that I can choose from since my SUMSUNG GALAXY NOTE 2 is discontinued. He then said the service provider will call or email me on Tuesday. Then there was nothing, I phoned him yesterday he told me the same story. I am really fed-up and disappointed and this is totally un acceptable.