No feedback and bad service

I have got insurance with Csurance which I have beedn told its under Hollard.my phone doesnt work anymore, cannot charge neither startup, I tooked the phone to Cell C on August 3 2015 where they checked for fault and my phone was tooked back to me, I was told my phone has damaged battery and they cant replaced it, I have bought new charger and battery and yet phone could not work, I contacted Csurance thats where I was told they are waiting for respond, then no one have ever contacted in anyway, even today Im still waiting for a respond.no update as to where they are.life without a phone sucks, though I have been paying them good for more done 15 months.an update could do, I need my phone replaced for that is what I have been paying for.