No feedback since April 2015 insurance

On a subject line it is IMEI and insurance case/reference number, attached it is my application sent to them. <br> <br> I app**** for a claim on the 23 of april via Email, it took time for them to arrange and pick my phone repairs or replacement booking. Prior the 20 May 2015 came to pick it up and that a they do not have a phone to use in a time being and that she will call me and arrange for loan/ lone unit even today I am still waiting for that call, all this happened after I called and emailed several times to check as to when will I be contacted.<br> I called several times to check on the progress of the phone but they actually told me that they cannot see an IMEI on my phone yet I provided it on the claim form, I only found this out on my own never got updated as to what is happening on my phone. I asked them to escalate it and they actually said they did but only words made a escalation on a thin air. <br> Yesterday I called and a lady spoke to me her name Tshidi Maake she said. She told me that they are facing man power difficulties and that she have to rebook my phone assessment yet it was assessed, I asked to speak to her manager she said a manager is out for lunch from 2pm to 3pm and