Finrite (Game Cell Insurance) still no feedback

I put in a claim for a damaged cell phone in January 2017. I was never contacted regarding the status of the claim or the progress after the initial contact where I was provided with a claim number and a website to view. That website has not been updated since 10.02.2017. Finally last month I called them to find out what the delay was and I was told that I needed to pay excess of 50% as the claim was lodged 1 day before the window period of 10% excess. I paid the excess and did not hear anything. Numerous calls later I find out they don't have stock of the Hisense and want to give me a far inferior replacement, which I communicated that I didn't want. I then requested a cash payout instead, which needed to go to Hollard for approval. This was called a dispute. This was done on 1 August. I was told it would take 24 - 48 hours. Today is 15 August and I had still not received the promised call for feedback. Even though I have spoken to countless consultats on either a daily or every second day basis. I now have phoned and spoken to someone who says they are still waiting for feedback and she has promised to escalate the escalation of the escalation of the escalation (get the point?) and call me back tomorrow. I am not holding my breath as blue is not my colour.