C-surance call centre giving its customer hell.

I lost my tablet in january and I called c-surance to claim it back,I sent them all the necessary paperwork and the required excess amount,its been 2months and still I haven't received my tablet when I call the call centre they make me hold for an hour before they talk to me and even when they do they're clueless,for the past week they've been saying my fone is at the store but when I go to the store,which is 60km's away,the store tells me they haven't received anything and yet c-surance continues to debit my account each month.