excess paid .. no device replaced

l lost my cellphone last month & made a claim with mtn insurance. now l made excess payment on the 22nd of November as per their email that my claim was approved. now im calling daily to find out when my device will be delivered and l am kept on hold for long as the assisting agents dont seem to know whats happening. i have sent a follow up email but still no help. iam frustrated with their service , i do not have a cell phone for a month now.