Edgars cellphone insuranc

I have a phone insurance with Edgar's. I lost my phone in 2017. I made a claim August 2017. The insurance did not pay. I was always in the phone with the insurer but in vain. On the other side I am still paying for the phone insurance because it is included in my account. In 2020 I sent an email to the insurer complaining about the unpaid claim. They received the complaint and promised that they will resolve it. Up to now there is no movement.