Failure to correspond

I made a cellphone claim on the 2nd of April 2020 to this date they still debit my account. I have made telephonic follow up and countless emails to their claimed department and call center for Jet insurance but they all promise to call back and never do. I have made correspondence to the call center manager but she is also ignoring my emails. No one can account as to why my claim hasn't paid as they have received all documents and still debit me on a monthly basis.