Unresolved insurance claim

I went to jet Menlyn to log a claim on my lost cellphone. I was assisted by William, my claim was approved but I was not happy with the access amount I was supposed to pay. I asked him to check with the insurance company why is it high. He gave me different stories until I called them myself and they said they will escalate the matter. Till today my I haven't received feedback and still without a phone. It's been 2 months now. When I go to the store he is still waiting for feedback from edcon because the insurance guys handed over the matter to them for authorization.