Device insurance must dismissed everyone in that department

If I can give cellc insurance a zero I would definitely. I have been on the line for almost a hour and they been on say I must send them stuff that I already have sent to them. First my claim have been approved I paid the money then they say it's still by the review department. Now they tell me I must sent pictures of my box and this is after I paid the excess fee. Now I must fight to get my device from them. Must I take legal action in order to get my device.