Poor customer service

On the 23rd of June I claimed for a lost phone to hollard insurance game, they offered me a phone but I was not happy with it and said I must do a cash payout, now is the 12th of August every time when I call they say they are waiting for hollard to approve the payout, since from the beginning when I call they say they are escalating to request to hollard... This is so frustrating because you speak to people who don't give you any clarity about your claim, I've sent email I don't get any response. I've never experienced such a poor service, I've bought a phone but I have insurance what an inconvenience. I literally have to call every week without any progress in my claim. The way I have called sometimes they don't pick up my number, or if they do pick up they make me hold until my airtime runs out.. What a waste of my money to think that I have two contracts with them it pains me.