Cellphone claim approved and excess paid but no cellphone after 2 months

In April I lost my Sony Xperia Xa2 Ultra that I had insured with Jet (Hollard cellphone insurance). I made the claim and submitted all the required documents and my claim was actually approved and I received and SMS informing me to pay an excess amount of R800 which I paid immediately when I received the sms that my claim was approved and had to pay an excess amount. All that was done in April 2019. Its the 22nd of June 2019 and I still haven't received my cellphone. I have called the insurance countless times and they keep telling me that I should have received my cellphone by now and they will try to see what's the problem and they will get back to me but they never do that. I have lodged a complaint on their website two times but they have never responded to it. I'm really not happy with the customer service I have been receiving from the insurance because I always have to call them asking them when I'm receiving my cellphone because when I received a call from the suppliers they said they do have the cellphone in stock and I will receive it after 7days but its been a month now.