Extremely Bad Service

I claimed insurance from 24hour mobility. I got a Samsung S6 edge which was not working. I then called the insurance company. I have been calling the company and talking to Zantelle. She does not give me any updates each time I call I am being told that they are waiting for Samsung while they told me that the whole process takes 7 working days. The device was collected from me on the 3rd August just after 13:00. and to this day I do not have a phone. I am the one that has to do follow ups all the time. Now when I call Simone answers but I cannot get through to Zantelle to get feedback. Zantelle and the manager are busy and cannot come to the phone they will call me back. I called about 3 times today but I still wait for a phone call from Zantelle or her manager