POOR SERVICE

I bought a phone for my son and when the actual purchase was made my sister went to purchase the phone and took out insurance on the phone, the phone got damaged and was sent for repairs and they were told that the phone would be repaired within 21 days and it has been more then 21 days now I have had to run around to get answers as to why the phone was not repaired and eventually incredible connections advised there was an issue with the insurance but to date that issue has not been resolved despite them telling us that they had submitted all relevant documents to the insurance, the phone should have been repaired a long time ago but now we are about to close the year and we have been treated poorly by this company