Empty promise and refuse to help 2 months awating

I am paying insurance on a phone that broke by accident and claimed, but phone was send back. As we are insured they never repaired or replaced the phone. They never phone or keep you up to date. Two moths later they all gave excuses why phone should not be repaired or replays. Spoke to Kayahs the manager as he promised to phone me back two weeks ago ans still waiting. I explained what the consultant said as he agreed that they where responsible for the delay. We are still paying the first phone that was taken by force through hijacking gun point. As C Surance never changed the insurance from the old phone to the new phone (so still paying insurance on old phone) they refuse to settle the claim. C Surance never phone back and never want to comply. They are taking money from my account every month but when you need to claim they NEVER assist. The first time also i had to wait 3 months and with fighting to receive a new phone. My son was at gun point and still they did not care!!!! This was reported in April 15 still waiting. This phone ws in my sons pocket when he fell and phone broke. Now because someone there did not update there system no claim will be made! what am i paying for?