Slowest Service i have ever seen

What a nightmare dealing with hollard device insurance i took a cellphone insurence via cell c, then i had claim the phone was replace with a nokia 6, now the nokia has issues and i took it back for repairs 1st of october, got all quotes from their repairs centre now the headache began, 1st they still had the old phone on their system and i said its replacement phone, they didnt have it on their system, they asked me to send IMEI no. I send, then they ask me to send the box Pictures (Luckily i still had the box) i send them, then i was told some other department must update the info, then the waiting begins, i called them monday the 19th, to my suprise they r still waiting for that SNAIL department to update, i called wednesday 21st still waiting for an update, i called friday the 23rd still no update, i called today still waiting for an update, i mean what could be hard in just changing the info from my old phone to the new one, its now 4weeks of me without a phone, worse service i have ever received, especially from hollard, a brand name i trusted.. very disappointed