Cellphone claim

Please help me l have a problem with Finrite insurance. I made a claim on the 27th of January, l made a follow up but up until now they haven't given me the phone that l claimed for. I am paying insurance fee every month And my phone got lost thus l had to claim for it. I have waisted so much airtime calling them. Kindly help me out with this issue. Ref number that they gave me for the follow up us47840