Unresolved Repair Claim with Incredible Connection Centurion

I am struggling to get a claim finalised. Nobody responds to emails with feedback. On my claim form the store consultant marked that they had the parts for repair and when insurance gave the go ahead for the repair now they are telling me approval has been sent to repair agency and they will advise if they have parts available???? Its been 4 weeks already since I lodged the claim. 3 working days since my last unanswered mail. Not to mention that things only started to progress from the time I queried the claim with the insurance company Abacus and it seemed 2 weeks later that claim had not been lodged to them. I need answers please...