Unhappy with cellphone claims process

I lodged a claim from game cellphone insurance on the 21/02/2019 all required documents were submitted in store same day, thereafter several arrangements were made for the courier service to collect the phone to-date the phone has not being collected, even today an arrangement was made to collect and the phone but it wasn’t collected in stead we get a call from the courier driver telling us that he was outside an hour ago to collect but what I fail to understand is that why didn’t they call when they are outside this just shows that they are lying, however, I’m at a point where I can’t wait any longer I’ve been without a phone for 13 working days now and according to the policy schedule it stipulate that a claim will be handled within 5-10days but to-date nothing has happened. I’m utterly unhappy with the service I’ve received and I hate the fact that i’ve been treated unfairly by your fellow consultants especially Veronica, the worse part is that when I called this morning to follow-up I was told that Veronica is off today but when I called later the same Veronica whom was supposedly off answered the phone. I don’t know what games they are playing what I know is that I’ve been without a phone for more than 2weeks, I have been paying my insurance premium for the past 3years without fail but now when I’m in need I’m being treated like an idiot, in stead I’ve been told that the delay is with the courier company that was appointed by game, how is it my problem that they have appointed an *********** device provider. Right now I’m at a point where I don’t care about the collection of the device anymore I just a replacement of a device as a matter of urgency if need be I’ll drop off the broken device at the store seeing that they are failing to collect it from us.

I trust that all the above is in order.

Kind regards