Its been 3 Weeks and my claim still hasnt beenpaid

My cell phone was stole on the 31/07/2015 and after submitting the claim, assisting the claims handler to get the information he needed( I drove with him to a cell C store to get a usage report, Cell C themselves told King Price's claim handler that they cannot provide him with the documents and I got the same answer for the Call center for Cell C in writing and submitting the info to Cell C) King Price Still doesn't want to replace me ****** cellphone. Its been 3 weeks and I cannot get hold of Mowbray and when the Message center takes a message to call me back I never get a call back. The service is shocking . I called in to Mowbray' s direct number today and again now answer. then I called the call center number and the was now answer. What do I have to do to get my claim paid out or just to be treated fairy as I believe that King Price doesn't treat their customers fairly. The seldom reply on email and the never call me back.