Telkom finrite insurance its refusing to pay my phone while I m paying every month and they aproof my claim I paid access

Hello Peter I have a problem here since 14 may 2019 I put the the claim to telkomfinrite insurance for my ****** phone .they approved my claim and ask me to pay the access I make ithe i paid and I send the proof of payment. After that they ask me the address that will deliver the phone for me I gave them and I wait no phone is delivered . If I call them ask Abt this phone they keep on ask the address since July until now July 2020 others they drop the calls while we are talking cos the don't give me a straight answer why it's taking so long give me the phone . why they continue take my money in my account sometimes they double debit but i don't have the phone they hold it please guys help me about this ****** I m tired of being a stupid so long