Insurance claim still not attended too after a 31 days

I claimed that my cellphone has a problem and it's not working anymore with finrite on the 29.04.2021 and I was promised by a consultant by the name of Kabelo Nathope that the phone will be collected within 5 working days and ever since I have been calling every week and my phone is still not collected even now. And I have been paying this insurance for years and I have two phones insured with them.This is the worst service ever every time I call I am promised that after a day or two and now it's a month later. This is the worst service ever.