Unfair treatment and poor service

I made a claim for a phone on cash insurance I'm October 2019 and till today I haven't received my phone. Made 2 choices of available phones but still I haven't received none. Instead I get a reply that the selections I made are out of stock after I had to make all the following up with my own airtime. You know this company i s so frustrating that even the complaints department are not of help. Now recently I was told by the complaints department that I should make a payment of R400 to get an available phone which is more than the phone I claimed for so when I asked if they are certain I will get my phone after making this payment I was rather told that claims are made every second of the day. These people are not competent cause for a customer to be making an effort to follow up on a claim they fail to adhere to I should be given first priority due to the lack of service they have given me. I truly need help for I don't know what to do anymore and they are still deducting their monthly installments but they are not saying anything about me getting my claim back. How does one go about this for I have waited for too long.