Outsurance Error

I submitted a claim to Outsurance for a ****** cellphone on Monday 04/02/19 and submitted additional supporting documents by Tuesday 05/02/19. I then received a call from the Claims advisor on Wednesday 06/02/19 to inform me that the claim was approved, after which a cellphone replacement company contacted me to arrange for delivery of the replacement cellphone. I have already paid the excess which is required before delivery can commence but today (08/02/19) I am informed by the phone replacement company (NOT OUTSURANCE), that the claim has been cancelled. Apparently the claim was sent to the incorrect company to provide the replacement or they just decided to change for whatever reason, I am not sure. Now with the excess already paid, there is a 7 - 14 day waiting period to get my refund for the excess THAT I ALREADY PAID. Still no call from Outsurance and I switched my insurance to this company, not because they were cheapest (because they weren't), but because of the hope that good service would be worth paying more than what their competitors offered me. This is my first claim with Outsurance and so far not so good at all. This situation could still be fixed by Outsurance though.