Cellphone insurance claim

Useless, unreliable and *********** insurance company, I lodged a claim for my cell phone, they collected it from my work place promising to fix it and return it. a week went by without hearing from them, only to find out when I called them that it was beyond repair. They told me to get a replacement phone I need to pay an excess fee which I did. They said they would call to tell me when they would deliver it but none of that happened. I have been calling them almost every day and they keep promising the same thing, sometimes they don't answer their phones or simply hang up on me.. PLEASE HELP WITH THIS