BAD SERVICE

I submitted a claim on my policy for my phone, the claim was admitted however I have been waiting for payment into my account ( chose the option to get a pay out). I have been in communication with a claims assessor named Roxanne Parker. I do not recieve prompt feedback from her and worse still a week since she confirmed payment was made into my account i still have no payment. After my enquiry did i ask for proof of payment and was provided with a remittance advice that stated 2 Feb ( the day i enquired) meaning that when she confirmed payment nothing had been done. I asked for an explanation she said my account was suspended which is odd as I have other assets insured on my policy. I was told 48 hours and a week later I am still waiting . Had this been a car and the claim taken so long i would understand however a phone claim should be a simple ask and in this day and age to be without a phone for 2 weeks now is unacceptable. I ask for assistance as I have no response from Roxanne Parker and her team . I asked for managers details from her several times and ignores that request!