POOR SERVICE WITH NO COMMUNICATION

I have cell phone insurance with Huawei under vivalife I lost my p40 lite Dec 12 2020 submitted all required documents 17 Dec 2020 I have been calling them for follow since they do not communicate with their clients in providing feedback or progress of the claim since from 21 Dec 2020 I have been doing follow up I have been talking to Lorraine Phiri, Sinawo and a gentle his surname is Mulaudzi every time when I call for follow I'd be told that Thabisile Dimuna the assessor she will call me and provide feedback when I request to speak to her I'd be told that she will call me and when I request her direct number or email address I'd be told she doesn't have any direct line of contact it's been 14 days not counting the weekends and holidays and I was told that I'd get feedback in 7 to 14 days but until today there hasn't been any feedback except for the fact that I've been call, only yesterday 8 Jan 2021 I received SMS that claim has been approved and when I called to know what's the next step I was told to wait for the assessors call to explain yet no one has said up until today today... Very disappoint on the poor service I've been getting with NO COMMUNICATION even after several request to get myself a new phone and be cash settled less the Excess I haven't received any call from Huawei insurance (viva life)