still no response with my claim

i had a claim on the 21-12-2018 for my tv which was damaged due to lightning damage. the claim was only finalized on the 11/01/2019 after I had to complain for a proper service. again now the consultant tshepo promised me on Friday the 11/01/2018 that he will send authorization to a service provider new world so Monday or Tuesday they can deliver my tv. I called the service provide and since Friday till now there has been no authorization send. I keep calling tshepo and left tons of messages with no response. I even tried to speak ti his manager tracey. still no joy. both of them are never available. are these people ever working? I question myself. Please can someone please get the manager Tracey to call me on ********** 037 and I need this authorization to be send to the service provider asap. I mean for a simple claim valued at r3500 does it take 1 month to finalize and yet an indefinite time for authorizations to be sent out. please can someone senior