Reluctance to Replace ****** Cellphone

Early this year I bought a phone through Fonechoice .A few days after delivery Fonechoice called me to offer me cellphone insurance for my newly acquired device. Happily I signed up for insurance .Unfortunately my insured phone was ****** on the 31st of July 2021 in Johannesburg .I reported the case with Germiston Police ,blacklisted the phone and notified Fonechoice telephonically .An affidavit was requested as well as a certified copy of my ID which I supp**** on the 4th of August 2021.On the 11th of August 2021 my claim was approved and I was requested to pay the excess fee which I did and emailed the proof of payment .As per several Fonechoice customer care agents my replacement phone was dispatched on the 16th of August 2021 but up to date there is no delivery that has taken place or any details pertaining to the expected delivery date .Fonechoice eagerly and actively sales cellphone insurance but get reluctant to replace the device. This has been the worst experience in getting a replacement device since everytime you phone ,the agents tells you to wait since the device was despatched .Whaats the use of having insurance if it doesn't really cover you ??