Pending cash payment for laptop claim

would like to find out what the problem is with the company not issuing out the payment for my laptop. I claimed in july and i am still waiting for the insurance to replace my laptop. The old laptop they have destroyed because they could not repair it and i was not even consulted on this. I was tild after i called them a week later to find out what is happening as the insurance does not phone to give an update just waits to receive calls! Its almost 2weeks i paid the excess money and was told i would be given a cash payment as they could not get a laptop of the same insured value. I had waited the 72h hours for authorisation and still nothing. The call centre people just keep escalating my claim every single time i call and seem to be clueless in what they are actually talking about. Bitterly disappointed with this company and its poor service. I have also emailed this to their complaints and received an email back but still no feedback till today.