cash insurance of Edgars cell phones

I took a cash insurance at edgars stores for a cell phone. I have been paying this insurance for a period of about 2 years, the phone accidentally fell, I took it to them every time I call their insurance I get different version from their consultants like we will call you but they never did. One of the ladies I talked to was Nelly who promised to call me after her supervisor listened to the recorded calls and she never did on the 18/02 I spoke to them they promised to call, the week is about to finish but they never did . The phone has been with them since December.