Cell phone claim delayed

I am very disappointed with the service of Hollard Insurance, I have put in a cell phone claim on the 24/12/20 and it was approved, I have paid their access on the 30/12/20 and sent in the POP on the same day 30/12/20, they said it takes 3 to 5 working day for my device to be delivered after payment, today is the 7th day, no communication what so ever with the claim, I tried contacting them and could not get the clear indication of when my device will be delivered, This is an inconvenience for me as I do not have mode of communication and I am paying insurance and I am been taken for granted with the company that debit my account on a month basis and cannot provide what I am paying for, I am so disappointed to the CORE