hollard insurance poor service

Edgars Active in Mdantsane submitted cellphone claim on my behalf on the 3rd of July 2018 up until today I have not been paid. Every documentation was submitted to them and even paid the excess fee after many telephone calls were made to them checking how far the claim was. After paying the fee I've waited for 2 weeks without any response from them then I went to Edgars Active again to check if there was no response on their side, the lady called them and they teold her that they never recieved proof of my payment for my excess fee of which one of their consultant confirmed they received it before. I was emailed again and I was asked to choose which cellphone I would like to get from the 3 they offer you. To my surprise the cellphones I was choosing from costs less to what I had but I chose one Huawei Y5 and I was told it will take 3 to 5 days to receive it form thjeir supplier up until taday I have not received any call from the supplier nor from Hollard. i dont believe their poor service.