Bad service and lying call centre agents

I bought a Blackberry phone at Game over a year ago and took out the insurance (R71pm) in case of loss or damage. I got ****** and as a result my cell phone was gone, I called Hollard to process my claim after submitting my documents I was advice that I had to pay R300 excess amount, upon me taking the policy I was never told about the R300 excess, anyway I paid the R300 and forwarded the proof of payment to Neo Selepe [Email Removed] and (cced) [Email Removed] on the 09 March 2015. When I saw that I was not receiving any feedback I called ***and spoke to Penelope, I asked to speak to Neo and he informed me that Neo was off sick and offed to assist me, he advise me that they received the proof of payment and that it takes 24hours for my claim to be approved. He also advise me that the Blackberry device that I was using was no longer on the marketed and that I would be getting a different device. I agreed to this, he took down my delivery and contact details and said that someone would call me once my claim is approved to confirm my details. And that was the end of the call. On the 11th of March 2015 at around 10H00 I called again as it was now 48 hours later and