Useless insurance

I claimed for a lost iPhone 6 in 2019 July I was told that I should pay excess of R780 as the claim was successful.. I have been calling finrite from last year as my premiums are still continuing wanting to know what am I paying for.. I keep getting false promises that the phone will be delivered but up to now nothing. I called them again now in October and was told the phone will be delivered In 7days its October 27th and I'm waiting.. Today after 15months of me calling them... I get a call from them that I should pay R2700 difference for iPhone 11...what about refunding me for the premiums that were being debited while I was waiting for them to make up their mind.. I requested to speak to Natasha their supervisor and I was told she is busy as always I was not surprised as she doesn't respond to email nor speak to us clients.. I have written to hello Peter before but there's no response from Finrite... It's a **** insurance ppl don't waste your money.. I need someone to assist me with this case... Their response is always that someone will call you. And they they don't call you