never assisted

I lost my phone on the 2nd of June 2015 my phone is insured i sent claim forms to finrite under cellcstaff, i was never contacted, i called several times and spoke with different agents that keep on putting me on hold for an Hour finally i spoke with Buhle Konzapi who is the manager, i was told that i have to pay access fee of 720.00 and i declined as i signed the form that was stating that my first claim will be 350.00. i requested the form that shows that i agree with the 720.00 fee up to date Buhle and her staff never get back to me, I sent her an email she never rep**** i pay my insurance premium every month but now i do not have phone no one is attending me back. im so angry and disappointed.