Cell phone claim.

I purchased a phone for my son at Mr Price and signed up for insurance on the phone. Three weeks ago the phone was damaged and I took it in for repairs. I was advised that it would be replaced rather than repaired. One week later I called the insurance to follow up on the claim, I was told that the claim was not even captured yet. I called daily to track the process of the claim and to my dismay I was given the run around. Another two weeks later and nobody can tell me whether the phone is scheduled for delivery or not. Crux of the matter is that I have never been met with such pathetic customer service.