nightmare with finrite insurance

I insured a phone I bought at Game with Finrite,the phone was ******. I made a claim on 11-02-2016 which was authorised and approved the very same day and i was told I would receive the phone after 3 working days. It is now 23-02-2016 and I still don't have the phone. I called *** and got through to Rorendo(name might be spelt incorrectly) who put me on hold for 20 minutes and ended up dropping the phone on me,I called again and got through to Khanyisile who also hung up on me without giving me any information about the phone. Now on the 25-02-2016 a premium will be debited for a handset that i do not even have with me. I'm disappointed by the attitude of your workers and the lousy services i have received.