Delays and Empty Promises

Last year i insured my S5 with C Surance. I lost it and claimed and they replaced after weeks of delay even when i had supp**** all the necessary documents and had paid the claim fee. When i got the new phone i insured it again. I lost the phone and app**** to claim it but i cancelled the claim. Felt its better i buy a new one to avoid a bad record. I called to insure the new phone still an S5 and they said it was insured. I got ****** again and i called to claim the phone. I was told that the phone was not in the system, so they recommended i re-open the cancelled claim. i Re-opened and the process of them reviewing the claim took from September 2014 to end of March 2015 for them to give me feedback. Throughout they had been debiting insurance premiums every month. Now it was time for them to pay back my premiums and it has been 3 weeks since i have been waiting after they told me 3 weeks ago that they had processed it and it took 72 hours to reflect. Called a week later to find out it hadn't been processed. This time they said it had. Called today and i am told that it has escalated to the managers so now i have to wait for another feedback to be paid back my premiums.