Autopage
Insurance claim - no feedback after 3 weeks

I went to the Lephalale branch first, they advised me that as there is no more BlackBerry 8520's in stock it is of no use to put in a claim as the next BlackBerry is twice the price and I had only R1500's insured amount. They had not alternative to offer. In January I went to the Bela-Bela branch & put in my claim there, they had no "out of stock" issue at the time. I made an enquiry after 10 days and the asked why did I put in the claim in January when the took place at the end of November and I explained to them that the Lephalale branch informed me that I couldn't get a BlackBerry 8520 & would have to pay in around R1700 to get a phone.
In the meantime I adjusted my insurance to R3000 on the phone, because the BB handsets gets more expensive.
My problem is that I still have not received the replacement phone. I phoned the Stellenbosch branch, where I arranged the phone to be sent to, but they know nothing about it & haven't received anything.
I phoned head office & was given the number for the insurance department - where I was placed on hold, never to be helped.
What happened with this claim??