Lost cellphone

I lost my cell phone on the 15 May 2015 at Carlswald shopping center, Midrand and immediately went to have it blocked at Autopage, Sanridge, who is my service provider. I told them I have insurance for both the sim card and the phone but I was asked to pay R150 for the sim card and have it replaced. I did that and when I went to Autopage Head Office to lodge a claim for the cell phone, I informed them that I paid R150 for the sim card at Sanridge and the guy that was helping me told me to go back and ask for a refund as I am insured. I did that the following week. They took my banking details to make a deposit and I have been to their shop 5 times already to inquire about the refund and each time they tell me they will do the deposit. It's 3 months now and still don't have my refund.