Insurance Claim

On Monday afternoon the 04 January I was assisted with putting in a claim for a lost Iphone 5S, I was informed that the claim had been emailed to vodasure and the claim would processed on the 05 January which is when I can collect the phone. On the 05 January I get to the store to be informed that they could not find my claim and person (Dante) who assisted me was off duty and could not be reached. I was then requested to fill in a second claim form which I did. After some fuss they managed to get the approval immediately over the phone with the insurance company and I was to get a Iphone 6. The paperwork was made out and all remained was to pay the access. Then I'm told that they do not have stock and would need to get stock from another shop. This would be ready for collection on the 06 January but would be confirmed via email. On the 07 January after not receiving a email I went back to the store, still not stock and I