bad service while debitting their money

I called the insurance company mid January advising that my son's cellphone has stopped working. they sent a guy on the 29th of Jan 2016 to collect the handset, I had to beg for them too give me an update regarding the handset with no response, a lady by the Kgomotso Masenya has not been responding to any emails sent to her, its been a month since they took the phone and now im being told that it broke because it fell. the screen cracked in September 2015 and the phone has been working, i explained to them that we have been getting notification about software and instead they do not want to listen to me as a customer but they enjoy debiting my account, i want the handset back and fixed, ive been paying them for 5 years now and i expect to get a better service than the one they are giving to clients, their call centre is pathetic, you hold for ever before getting assistance. i don't understand why they want to deal with customers if they cant give a good customer service back. its one of the most bad company ive ever dealt with, they are only after money and don't care about giving good CUSTOMER service.