Slow and and poor service

Sportscene liberty midlands mall On the 28 of August 2019 i had booked my damaged cellphone for repairs as it is insured,Ricarl which is the consultant advised me that the process would take 5 to 6 weeks for my phone to be repaired it is now the 10th of October i still dont have my cellphone,furthermore i made multiple visits to the store to follow i was advised that the insurance claim was in the queue and waiting for the underwriters to approve ,however when i called the insurance company to follow up they had mentioned that they have not yet received the damaged cellphone this is poor customer service and not happy for the period i have waited