claim approved, still no device delivered to me!

3 weeks ago I had lodged a claim for my ****** device, of which a couple of days later the claim was approved. I had then during the process of processing everything related to device replacement enquired and expressed my concerns with the device the service provider was giving me. The claims specialist had then told me that the service provide will be in contact with me and he we can speak about getting the device. The call I had between the myself and the gentleman from Excellular was very disappointing and personally disrespectful towards me as the client. I expressed what had transpired between me and the service provider on the call with the claims adviser. We then managed to eventually come to an agreement as to which device i can get through emails with the claims adviser. A week ago on the 25th of June 2020, the excess required and delivery cost which was a total amount of R3600 for everything was proceed through my account and i was told the device will be delivered within two business days. I then enquired on Monday with the claims adviser when is the device arriving and she had told me the phone was only dispatched for delivery on Monday and will be delivered on Tuesday. Time went by still nothing. I had then emailed her yesterday and she said the SP will contact me regarding my delivery has apparently she got not answer my questions as to why i still haven't received my phone. Adviser then told me about stock issues and because of it being covid times(which made no sense because i was told earlier the device was in stock and covid has been around way longer my claim period, delivering services too have been operating way longer during thise pandemic). Today has been a week and i still do not have a device and do not know whats going one, the adviser has rather not given me clear indication nor have i received updates to my delivery from the supplier. It has just been a terrible nightmare of back and forth of exchanging emails and uncer*****y. It is also very frustrating to pay and not be serviced properly by an institution you are supposed to trust, not having a phone also during a time like this is stressful. Please assist with getting answers as to whats going on and getting my device ASAP. CLAIM NUMBER: CLM***