Insurance fails to give my phone, multiple payments required

Mid year of last year I took out a cell phone contract with cell c and had put insurance on it, the initial installment was R430 including insurance, 3months later I lost my phone which was October of 2019 & claimed for insurance, I was required to pay an access fee of R741 which I paid and they said after 7days I should come fetch my device, when I kept checking I was told I owe coz I haven't paid for two months then I paid R1490 cause I wanted to pay for the following month as well, I paid that December and was told my device will be ready after 7 working days, this week I kept checking and was told they still waiting and today on the 23rd of January am told I owe R509 and should make my January payment as well meaning I already spent R2241 and now required to pay R1009 and my phone is still with them ,I went to four different branches, protea gardens in Soweto, jabulani mall in Soweto, maponya mall in Soweto, four ways mall as well and I get different reasons in all stores and a new payment is always required when I want to. Enquire about my phone