Terrible Service!

I lodged a claim for a damaged cellphone and they said they would process it. The excuses for the delay in feedback were. <br> 1. Shes waiting for payment form from the insurer <br> 2. There was duplicate claim logged with the insurer <br> 3. She could not get through to the insurer<br> 4. She's waiting for the payment to be processed.<br> After numerous complaints to her she transferred me to the insurer who told me a different story. The phone is not on the market and they want me to accept a different phone which I don't want. I want the cash value of my phone as the broker assured me that I will get. The agent from Mutual and Federal named Ismail Alexander is rude and demanded that I pay excess for this other phone. When I told him what the broker informed me he said that it was my problem. There is no clause in my insurance policy which states that I need to accept another phone. Zandile doesn't take my calls she just tells me to hold on and she transfers my calls to the insurer where I am put on hold again. This is so frustrating. I want a manager to resolve this case and communicate with the insurer. I'm fed up of trying to get assistance from your brokers.