Claims not followed through .... Promises of a call back which never happens

I had cellphone insurance cover with first for women since 2014.... In September 2015 I tried to claim on the insured phone as it was ******. I was asked to block the phone with my service provider and report it at the police station, which I did whilst still paying my premiums... After numerous calls I have not received my new phone... In the last month, First for women have promised to call me back and they still have not... I contacted them three times and all I get back is " we will call u back tomorrow" ... I have allowed the policy to lapse in June 2017 and they have not honoured my claim.... Please assist, my policy number is ********** 93... My cell number ********** 219