10 months having submitted claim, approved and no service rendered

I claimed for the repair of my phone in March 2020 . Since then I never heard from Finrite up until I followed up months later and was told that my claim is not processed.They traced it and did a new claim. It was approved and I paid excess beginning of August. I followed up with them telephonically and no one answered the call, furthermore I sent emails and no response until I went to Edgar's branch and that's when they answered after holding forever. I was told that my phone will be taken to the repairer of which I got a message a day afterwards from repairer saying my phone is assessed and need to pay excess. I responded back and informed them that I paid excess in August. I followed up with repairer also and since then they avoided me till recently when they told me to follow up with my insurance. I did that, as usual they don't answer their phones or emails. It's 10 months since submission of initial claim. The only communication I get from them is to remind me about my next debit date for my premium. This is just frustrating.