Worst cellphone insurance

I had my phone insured with these people. It got damaged in May, so I took the phone to Centurion mall, I was told a Hisense is not repairable parts are not available so I left. I went to get a second opinion with a different cellphone shop. My phone was taken in and I was told 7-14 working days for repairs, they called me after 2 weeks I went to pick up my phone they couldn't find the screen as well, phone was deemed not repairable for the second time. I was provided with a damage report by the second shop which I paid for. I carried on using my phone as it was still working with a cracked screen. I submitted a claim with 24hour mobility, they never updated nor called me, so after 2 weeks I decided to call and request an update they told me to pay apparently I had outstanding premiums which I proceeded to pay without hesitation. They kept quiet for another 2 weeks so I decided to follow up. I was told my claim was rejected and I should expect a rejection explaining why claim was rejected, no letter received. I called after 2 weeks of waiting I was told to submit the damage report I received from the cellphone shop for review before they can reject my claim. I sent the letter. 8 weeks later I call again I am told rejection letter was sent but they can't confirm where rejection was sent to and I did receive anything from them. Please share advice on how to deal or perhaps escalate such an issue. 24hour mobility is the worst insurer or and just an fyi they haven't stopped debiting my account. I need this resolved, please share on how I can get this sorted.