They decline to replace my cellphone

On the 23 December 2014 I opened a case for my ****** cell phone with SAPS Diepkloof. I made the normal procedures. Namely, submitting ITC reference (***6) from service provider, stamped affidavit from SAPS, filled the claim form with relevant information and a contract (that I have insured the phone & I am paying the premiums) document. A week later my 24hour Mobility Insurance declined my claim. I protested, and then they demanded the case docket. Police refused with the docket but SAPS send a letter affirming that the case is opened. A week later the insurance demanded the charge sheet. It is 29th January 2015 I am still without my phone & still paying premiums. What must I Do?