CELLPHONE INSURANCE NIGHTMARE

I have been trying to claim for my ****** cellphone for a couple of days now. This is my second review because I am not getting anywhere. I am being sent from pillar to post. I am sending emails which keep bouncing back to me and when I tell them that, They just keep telling me to send emails. This is too much now. What must one do to get assistance? Must I go camp at the Telcom store where I bought the phone to be taken serious? I dnt receive any help but they will surely send me emails telling me how my account will be debited.. Arg...