Poor service delivery and communication

I made a cellphone insurance claim several weeks ago(almost a month). I keep calling almost everyday to find out when I will get my new phone. I have to explain same story each and every time after holding on for average of 20minutes. The consultants then check their system for 10min. then they tell me same story every time i.e. system is locked and they will escalate the matter to IT. They promise to call back each and every time but they never do. claim is approved already and the store just needs a quotation for the excess. When you call, the insurance claims that they are speedy and will process your claim at the speed of light.