Jet Cellphone Insurance

Last year I bought a cellphone ( Huawei Y7) at Jet Store, and took out a cellphone insurance. In June, I almost got ****** and my phone fell and the screen was broken. I then took it to Jet Mega City for fixing on the 15th of June. The store ended up closing and I had to go to Jet Mahikeng, and still had fight there. To this day I haven't received it and there's no hope. I've been to the store many times and we call the insurance company everytime, but they say they haven't received it. I got tired of fighting and decided to file a complaint by email to the company, but that was a dead end. I honestly don't know what to do. This is my last hope. Hopefully I get to have my phone back very soon