Bad service from all Telekom insurance consultants

Telekom insurance is the worst insurance EVER to have. My husband insured a phone with them. He submitted a claim and the claim was approved. He paid the amount that he was told he needed to pay before getting the replacement phone. There's no communication or any updates as to what is happening. He always has to call for updates, and when he calls, he still doesn't get any help. He was told the phone will be delivered within 3 working days after paying the amount required. 2 weeks has passed and still nothing has been done. How does one deal with such matters