Unhappy client

I took a finrite insurance for my phone at Telkom and when I lost my phone during december I submitted a claim which never paid.Everytime i contacted the insurance company I would be promised that it was on the way, even requested to pay an excess fee of R580.00 which I paid and submitted proof of payment. The insurance is still deducting the installment from my account but still haven't received anything not even correspondence informing me about the process of the claim. I'm very unhappy about the service and wouldn't recommend the company to anyone because this is unprofessional.