no service from agents

I put in a claim on 21 oct 2014 by end of Nov 2014 still have received no feedback regarding my claim when I contacted c surane I was advice to pay the acces before my claim can be prosessed of whic I did its now 5 months and my claim have nit been paid or replace every week I spoke to a different agent who sent email to suppliers and will contact me but they never do.each time i hold on for 15 mins before my call is answered by with the same excuse.