Cellphone not fetched for repairs

I took cellphone insurance when i brought my phone at Game in Gateway, I have been paying all my premiums. my cellphone fell and the screen cracked. Friday the 30 October. I called the insurance on Saturday 31st October i advised to pay an access of R150 which i did on Monday the 2nd November , faxed the proof of payment and ID copy called them was advised my phone will be collected between 2-5 working days. today is the 11 November and my phone has not been collected for repairs. I called again yesterday was told it was going to be collected yesterday today still not a word from them.