I'd like some answers!!

I am totally disappointed that I still have not received my refund for my cellphone, which had to be removed after I registered a claim. To date I am still waiting for my money to be refunded back to me!! Noone has provided me with any feedback regarding this and it's been almost 2 weeks already!!! I emailed Tshepo Temane who is supposedly dealing with my query but I've gotten no joy from him!! Please tell me what's so difficult about removing my cellphone off my cover and requesting a refund? Which should have been done when my claim was approved!! I am at a point where I want to cancel my policy, after 7 years of insurance with you!! I also asked your retentions department to give me a call regarding my review and NOONE has contacted me back!! So that's the type of service you get for being a loyal customer for 7 years!!!!! I would like for someone to call me ASAP regarding my refund as well as my review!!!