Insurance claim

Good day. I am a customer with Autopage and have 3 contracts with them. A Blackberry Z3, Samsung S4 and a Hauwei modem, all insured. In Feb I lost my Samsung. I couldn't claim immediately, when I did someone was already using my phone. The agent I spoke to said I should go to Vodacom and have them blacklist the number. Went to Vodacom they couldn't assist since it wasn't my number. Went to the autopage store, they said they'll process the claim and email me the ITC number, they never did. Since then I've went to there store several times, but they always say their system is down, promise to find a solution and call me but never do. Till I return and tell me the same story. I last wnt ther friday 29 May 2015 they seem like they didn't know what to do to help me, but again promised to find whats wrong and call me. They have'nt done so again. I am so frustrated and disappointed. I have called the customer number but never get thru to an agent and have also emailed them they responded to.say they recieved the email but never responded. I just don't know what to do what I kniw Autopage continues with their debit orders