bad service

I called in to log a claim early January for a damaged laptop. They collected the laptop from me via courier 2 weeks later. I never heard from them until I called them to get some feedback on when I can expect delivery of the laptop. None of the people I spoke to knew where my laptop is,after they went back to look for it they said it's in Johannesburg and needs to be delivered to cape town and only then can they start with the claim. This was early February. They called me to tell me they will let it stay in Johannesburg and get it fixed there. That never happened,the repair centre in Johannesburg is still waiting for them to give a go ahead,when I call they say they are waiting for approval for this claim. Today is the 12th of march, my laptop is still not repaired,no claim has been approved or proceeded and none of the people in the call centre have a clue on this matter. It's a huge inconvenience as I'm using this laptop for my work and if I dont work, I don't get paid. Come month end they expect a payment. They using gard risk as the insurance company. The number never get answered and no email get responded to. I don't know which route to take now.