Mobile phone insurance

I have made a claim for a lost phone on the 21 of September and still awaiting a replacement to date

I call them almost daily for follow up for them to update me on the status of the claim which sometimes after giving them a my claim number they end up hanging up on me or make me hold for more than 30 min to an hour

I have paid the access money requested from me and ever since I have been told to expect delivery within 5 working days and this has been happening for the whole month I tried to lodge complain to their complaints department, they haven't even acknowledged receiving my email

Otherwise every time I get through them for follow up I am told they will get back to me with feedback during the day Please help me, what's the point of mobile insurance that I have been paying for 3 years,