What really?

Let me start at the beginning. My phone was liquid damaged, I called in to report it and they said a courier will come and pick it up. This took them weeks. Then I finally got a reply saying that the courier will be by me on a monday and they came the Wednesday. Then I waited a week and paid the excess they wanted. I then got a call saying Ill get my fone the monday, I got it the tuesday. I then started the phone up and when I put the headphones in it doesnt work and when I take it out the phone goes off and this is after they said the phone has been quality checks. This is officially ridiculous and I dont know how far I need to go to get some service, which im paying for I might add. Utterly disappointed. I have sent emails to the insurance department with no reply what so ever. With them saying they have a 5 day turn around time, well I have waited much longer than 5 days but nothing yet.