Cellphone insurance claim

Iv laid a complaint 21 July abt my cellphone and do all th neccessary documents n phonining them they told me early September to pay access and I did n promise that m gona get a call for my phone til now Iv been calling them they keep on promising a call within 48 hours making excuses of covid backlog till now I dnt have a phone m soo disappointed Iv been paying ths insurance since 2019 its th 1st time that I claim I need help my no is ***