Three month waiting for payout of hollard insurance

I bought a phone on 2017 at edgars store Hemingways East London (Eastern Cape) a huawei Y6 pro, then immediately I insured the phone with hollard. In the year 2018 December my phone was ******, then I claimed from the Hollard and the claim was approved but till to date I never received a phone now we are in the middle of March.

a) Hollard requested me to pay an excess and I paid it b) I gave them proof of payment and I phoned to confirmed if they received c) I had to phoned them again following up concerning the claim d) They said the Huawei Y6 Pro is no longer available, then they gave list of phones available at my price range. It was Huawei Y6 2018, Sum Gallacy Grand prime Plus, Huawei Y3 2018, Samsung J1 Aceneo. Then I chose Huawei Y6 2018, which I had to pay idemnity fee of R145 where I paid R150. e) Again I had to call them following up, but surprisingly they told me that the phone is out of stock after i paid the fee and chosen the phone. f) They said they check with other service providers they will call me, but to date I never received any call from them. h) Today I phoned them to follow up, they responded saying the replacement department landline is busy they will call me in 15 minutes, 2.05 hours has passed I never received any call from Hollard and I was talking with Bridget Mbele today 12 March 2019.

Other previous consultants are: .)Nikita

My contact details are ***