Pathetic service

I bought a phone for my son on my Foschini account I then insured it with Finrite so I've been religiously paying the premiums every month without skipping. So what happened is that my son lost the phone beginning of September I then went to Foschini Eastgate to put in a claim on the 18th up to date I haven't received a new phone, what sickens me is that they don't communicate with me, everytime I go to the store I'm told to call the Finrite because there's information missing, last Thursday the 15th they told me to wait 48 hours today it's a monday the 48 hours they told me about is long gone I went back to the store again to call them to find out if I can get the cell phone I was told to wait another 24 hours they're sending me from pillar to post. How long do I have to wait for them?? I've waited for too long can't wait anymore, when they deduct the premiums from account they don't hesitate but when they suppose to deliver they take their own time