Bad phone insurers

I made a claim for my lost phone 29/12/2020. It was approve, I paid the access fee & was told that within 72hrs I'll receive a sms for a voucher. Till today I haven't received it I've been constantly calling & making follow ups but they constant have excuses they couldnt assist me, bad service & they pretend not be aware of anything as if it's my first time calling I've been paying it constantly for over 7yrs. This insurance is most definitely trash.