Cellc device insurance ********

My device was ****** and I have Device insurance with Cellc and I was unable to proceed with a claim until it was placed on hold and as I called to do a follow up I was advised I need to send through a motivational letter to have my claim re opened the consultants that I spoke to advised it will be sent through to a supervisor then I will have feedback with the next 48hours which turned into 21 days up until now I have sent a couple of emails however I'm being told they still waiting for underwriters from Hollard and its been more than 3 months this thing has been happening I have stopped paying for this account because now I feel ****** by Cellc and their device insurance company.