Complaint on claim for my phone not being processe

I sent through a claim for a ****** phone on the first week of February, but to date I still have not received my new phone. After sending through the claim almost a week went by without any response from 24 hour mobility insurance and yet they claim that their claims are processed in 48 hours. After constantly chasing after them I was told that I need deposit the access amount of R300, then my new phone will be couriered to me. Long and short of it my phone was supposed to be delivered on Monday. I called on Monday to track where the courier was but was told that it will only be delivered on Tuesday. Tuesday came I called AGAIN only to be told that my claim was reversed because the details that they have on their system was of a phone I had about 4 years ago. All of this was never discussed, nor brought to my attention when I sent through the claim. Now that they have to deliver my phone there's stories. They have been deducting premiums from my account for over 5 years, now that it's time for them to deliver I'm being taken from pillar post. This is the worst insurance company that I've had to deal with. To add to my misery the staff is soo ***********!!! I want my money back!