Claim ignored for over a month

I have no words for the appalling service that I have received from Finrite Administrators, I put in a claim for a phone on 2 November to be replaced because it is beyond repairs and a month later I still have not received any feedback on way forward. I am moved from different Departments I wrote a compliant on Hello Peter and only than they called however two weeks later still nothing has been resolved. I am debited every month for this insurance but when I need my phone to be replaced I am being sent from pillar to post. I am digusted, appalled and livid. I need a phone and no one is responding to my query. Natasha Carr who works in compliance and who picked up my query after I wrote on Hello Peter has been telling me the same thing for over two weeks now. I honestly do not know what to do. Considering seeking legal assistance.