Cellphone insurance

I never thought Edgars hollard insurance will be this cruel to me,last year which is 2019 I took my phone to repair I got it back on February only to find out that the is a line on the screen n the camera is blur.

I haven't even used it I took it to re-assessment immediately after finding out that it has a problem mind you I paid for the first assessment fee n they are claiming another assessment fee while I didn't even used the phone.

I refused to pay it cz it got damage on their hands n they want me to pay again.They said they won't fix it.i took a decision that they must bring it back on May they said they organise n deliver it at Edgars store,even now they haven't delivered it the reason behind I dnt know.

Each and every week I'm buying R50 airtime to find out wat is going on regarding my phone,they will say they send the email after I call again they will come with same excuse or they won't pick up the the phone please help me I need my phone back