insurance neglected my needs

I bought a Sony experia c in 2013 with insurance the next year my phone was broken I booked it for repair that was when I discovered I was paying double on my insurance I the cancelled one and now that phone was ****** June this year, I claimed it now even this day they keep telling me stories which makes no sense to me, they told me I need to pay my account so they can process the claim and I did but their stories get longer each day and what makes me so angry is the fact that they still deduct money on my account. I belive the money I paid can buy three more phones but they fail to pay me back