Dissapointed with South Gate Markhams Service.

on the 4th of April 2022, i went to the Markams store in South Gate to submit a claim for a damaged phone. I did the whole claim thing and the advisor said they will call me to let me know the outcome of the claim. I didn't hear anything from them and I called the insurance to follow up on. my claim and the consultant said that the store should be the one following one because their system shows pending and we need some information that he can only disclose t the shop. I drove to the store to ask what is the status and to my surprise, he was only following up when I was at the store. he called the insurance on the 11th of April and he said he cant get hold of the insurance and he will call me in the week to let me know what is the status, I did not receive any call. Then today again the 21st of April, I went to the store to follow up without being called and again he had no feedback for me and he called the insurance company then, After the call he said that they cannot find my insurance form details on their systems and they have to contact the head office which will take a week to get a response from their office, so another delay, I am disappointed and unhappy with the service i received pertaining this matter. I am inconvienced without a phone and not knowing anything, How long does a phone claim take?