Service delivery

Took my phone in for repairs in December, on the 4th of January 2018 i was told to pay excess amount of R150 to get a new cellophane as the one that went for repairs is beyond repair. Proof of payment was emailed and i was asked to choose the new cell phone which i did. All along i have been dealing with different people. A lady by the name of Nandi emailed me and asked for sensitive information such as my identity number ans cellphone number claiming to work for your company. On the 12 of Jan 2018 i sent an email enquiring about this. Claims Manager, Siyavuya Makubalo responded by saying my query will be looked into. I have been waiting and this is such an inconvenience. I have been a client since 2013, upon calculation i have paid just over R5000 in insurance since then. Where is the service delivery? Claim no: 24HRFGW156797