Poor service

On 2018-11-09 I lost my cell phone that was insured at finrite, I bought the cell phone at foschini retail group. I communicated with them telephonically and informed them about the loss. My insurance covered loss. I filled in the necessary documents that they send to me. Since then i have been sent from Pilar to post and lately they are not answering my call. I have reported to customer care but still didn't get assistance. I'm disappointed we the service I have received because they are still deducting the premiums.