Cellphone Insurance Claim

I have the Hollard Cellphone Insurance with Edgars so Febuary i lost my sony experia phone at work doing stock take then i went to claim it on the 2nd of febuary they said my account was overdue which i paid the money instantly but then when the celluar specialist calls them for update they kept saying we must wait for 7 days after that 7 days we called them again they said after 14 days i will get the phone till to-date i have not got my phone which is almost 2 months now. please assist