Edgar's Cellphone insurance claim

After making claim with Edgar's on the 10th June for a cellphone that needed a repair, I am still waiting for the phone till date. Call centre agent that I spoke with can't help either as they claim phone was delivered to the store but device is not available. I have went to the store couple of times and still get the same answer that the device was delivered on the 22nd June. Hollard agents have promised to call me back but non have made their promise. Claim has been processed but seems it ends there because no device has been received. No follow ups are done to resolve this matter.