Edgars phone insurance (Finrite)

In 2017 I bought a phone Edgards I decided to take insurance with my phone (P9 lite) since then have been paying R104 every month. In August 2020 my screen cracked I took it to Edgards for repairs I feel the required documents I signed I was told my phone will be sent for repairs they will call me i am still waiting for that call. on October 14th 2020 i went to Edgards to enquire about my phone i was told that things have changed i have to talk to them directly i was given a number to call *** i called this number 5 times a day since October 16 till today i have not be able to get someone to pick up the phone and I still pay for R104.00 for phone I do not have. I sent emails every day since October 16 2020 on the 27th of October 2020 i finally got a response saying a "one of our Customer experience Agents will make contact with you to assist with your query" till today i am still waiting.