Disgusting Customer Services from both companies

I made a cellphone claim at Edgars on the Thursday- 17/08/2017 for my ****** phone- Samsung Galaxy J7 Prime , as they are partners with Hollard Insurance. I have had many unpleasant disgusting interactions with both Hollard customer services agents-some refusing for me to talk to managers and others yelling at me and then hanging up the phone ( they gave me 2 separate access fee quotations) and even worse service at the Edgars in Melrose Arch .I am still without a cellphone and it is almost a month since I filed the claim. I have been to 4 different Edgars ( Mall of Africa, Sandton, Rosebank Mall and Melrose Arch Mall) to to pay off the the access fee of R2000 for making a claim - as my phone was ****** under 90 days of signing up for the insurance, but none of the stores have stock of my previous phone. The Edgars salesperson- Rachel, walked away from me without a solution, telling me that she " does not know what to do"and went to the back office last week Thursday on the 07/09/2017 after she queried on the group chat for stock at their branches and found that none of the other Edgars' have stock for Samsung J7 Prime. I went back to Edgars in Melrose Arch on Monday -11/09/2017 to check if they have received stock of new phones, and no surprise the cell phone area looked even more bare that the previous week and same sales person- Rachel, was still unwilling to resolve my issue telling me that she does not know what to do . I had to demand to speak to the manager and then I got a male supervisor who then located my phone at Jabulani Mall and Eastgate, however it will take 3 WEEKS to courier the phone to Melrose Arch Edgars!!! Please tell me if this phone is coming from another galaxy , courier within South Africa takes no more than 5 working days- let alone the same city!!!! Basically I will be paying R2000- which is almost 50% of the current market value for the phone-R4 800.00, having to wait almost for 2 MONTHS from the time I filled in the claims form! HOW FAIR IS THIS! Most people receive the phone after 7 days after making the claim. I could have waited till October (as my insurance would have been 90 days mature) to make the claim and i would have only paid R500.00, but there was and still an urgency for me to get my phone and I was willing to pay premium cost for insurance to obtain my phone AS SOON AS POSSIBLE!!! I called Edgars complaint department on Monday the 11/09/2017, and spoke to Mbali just before 15:00pm, who seemed concerned and promised me a call back withing 48 hours!!! Needless to say that no one in Edgars cares to mitigate my situation and I have not yet received a call from Edgars Head Office !!! I am actually shocked and dumb stricken, with the lack of service and acknowledgment and I have received from both companies. My main question is : why does Hollard Insurance partner up with a company like Edgars? That does not fulfill its promise to supply phones in general- as they have limited stock. Why must I pay the premium cost for phone claims of R2000 and have to wait almost 2 months to obtain this phone??? I s this a BLACK ON BLACK ******, would the manager at Edgars Melrose Arch and the sales person cared to locate a phone me on the Thursday of 07/09/2017 if I was a white person and not walk way from me without a solution? Can Hollard release the payment that they are covering to my personal bank account so that I can get purchase the phone from another store, because having to wait on their partner EDGARS ( in Melrose Arch) for another 3 WEEKS to receive a phone from another EDGARS store .... in the SAME CITY is NOT ACCEPTABLE!!!! My entire life has been inconvenienced, I have spent countless airtime calling the Hollard Insurance call center and time going to different Edgars!!! I am very dependant on my phone for various reasons and i have a contract sim card which I am paying for but cannot use as I still DO NOT have a phone!!! It is actually appalling the level of customer services I have received from both companies- how do you continue to exist in such competitive markets???