Insurance claim

I had a contract of an iPad with Vodacom, the ipad broke I informed them to claim they approved the claim but said I must settle the arrears on my account, now I have done that when I go back to request for the money to be paid they always giving me stories and it’s been three months every time I call they tell me that it’s in the process of being paid and later I would receive an email from them requesting the unit of which I had already told them that the unit is at I store menlyn, as I was instructed by Vodacom to take it there,