Insurance claim delay

I have submitted a claim for my lost phone my claim was approved on the 14 March and i was told it will take 2to5 working days for me to receive my new device. After so many attempts to call them with no win and sending them numerous emails asking when am i gettjng my new phone they told me my device still need to be approved by high authority cz im getting a different device. Im so discusted with their service and im sitting without a phone for 3weeks and when i do a follow up my emails are answered by a generic email. I want my query to be resolved asap cz ive waited for more than enough.I want the head of department to call me urgently my no is *** my email is ***