bad service

on 17 december i reported my smartfone being faulty they arranged for it to be collected which only happened on he 30 december they sende the fone back after 3 weeks in the same condition i called them to report that my fone was not fixed they collected it again now its 3 weeks last week thursday i called the agent told me that they sended the papers to the insurance and it will take 48 hours again this morning i called for the status of my fone the agent who helped then told me that it will take 14 working days for the insurance to give them feedbaxk and i just keep on paying a fone that im not using .