Cell phone replacement

I made a claim in November when I lost my phone, until today I never received a phone, after I complained on hellopeter they sent an email telling me how much I must pay, Sunday 24th Jan 21. I made a payment and sent a delivery, but they never got back to me on when am I gonna receive my phone or if they received the money, I have been sending Ethel Pekeur the claim Administrator emails and calling leaving msgs for her, but she never got back to me, I am fed up with this insurance company, it is the worst, 3 months without a phone and I am paying every month