Re how does Apple Care Plus/AIG work?

Re Apple Care Plus/AIG - my monthly subscription payments are locked in, and I've paid them $250Aud + to receive my replacement phone - but after 3 WEEKS since my claim was approved, NO 'tracking number' email from either AIG or Apple has shown up. So I don't get a replacement iPhone?

Plus, Apple has now cancelled my first device Serial Number, and in the process has changed their/AIG's case number 3 times! Plus, they both now state a totally unknown phone contact for me.