NO RESPONSE FROM SUPPLIER

I've lost my cell phone and put in a claim at Mtn Insurance on 26th of March 2015, the insurance send back an notification e-mail that states that the claim will take up to 5 days. It is Tuesday, 07 April 2015 already and after several phone calls I've made to the supplier and have not received any thing from them as in yet. I call them on Thursday afternoon to tell them what I think of their service and they promised me that this morning 8h00 I will receive the letter for my claim, it is almost 13h00 the afternoon and I've called them again because I have to arrange my stuff because I have to go to Mossell Bay to go and collect the phone but I haven't heard from them and has been cut off several times when I try to call them this morning.