Difficult claims process

I have submitted a claim for my mobile device weeks ago and it has been a drag with the process that they are following. I used an incorrect ref in error when I paid the excess fee but the problem is that it took them days to allocate the payment. I work in the insurance industry and when client make payments, it is allocated the same day. I asked a consultant there last week Friday (25/10/2019) to escalate it for me because I needed the claim to be resolved asap. He promised me that he would. I called again yesterday (28/10/2019) and was told that my device will be collected today. Today I call and I was told that my payment was only just allocated and that the device was booked for collection and it will be collected in 3 working days. The consultant was Nombulelo and I spoke to her at between 10.15-10.30am. I told her that when I last claimed about 3 months ago, the device was collected promptly after paying the excess fee why is it different now. She raised her voice and I quote " You were lucky then Ma'am" So your every customers claim process differs depending on how lucky they are? This has been the worst claims experience ever. I asked to speak to her senior and she said that there was no senior on the floor. is it not that they work under supervision so who is supervising the consultants if there is no senior on the floor? This claim was reported weeks ago and I have not received one satisfying response to my query every time I called.