The worst service ever!

I logged a claim on Thursday 26/07/2018 at around 10am for a damaged cellphone and it has still not been resolved to date. It's exactly 1 week today that I'm without a phone. The consultant was helpful and appointed a company to come and collect the damaged phone for assessment and they delayed in doing this. I called the consultant on Monday and he suggested that I get a damage report to avoid further delays. I got one and sent to him on Tuesday morning, he has promised to call me back but has not so until now. While I understand that he may have a lot of claims to deal with, I need my claim to be sorted out as well. I sent an email to the complaints department yesterday and was promised a call within 8 hours, this has still not been done. With just a few hours left for today, it seems like my claim will not be sorted out by the end of this week. So much for 'doing things your way'.