GAME CELLPHONE INSURANCE CLAIM TAKING FOREVER!!!!!

<p>I bought a samsung j5 from game eastgate on the 20th january, i was adviced so insure my phone with game cellphone insurance which i did in-store the same day. a week later my phone fell on the 27th of january while i was at work and the screen just went black. The same friday i went back to store to return the phone and i was told the warranty does not cover a phone which fell, i was then helped to call the call centre and lodge a claim on the insurance, where i was told to wait for my first premium to be debited end of february or pay it in advance including the prorata fee which i did and send the documents on monday the 30th of january, i called immediately to alert them that i sent the documents though i was on hold for 15min i waited until i got help and i was told that my phone will be picked up within 72 hours. on wednesday i got a call saying my claim was being processed. friday i decided to call again an agent told me my phone will be picked up in no later than monday. monday i called again an agent told me he was processing it again and this time i was told it will be picked up latest this coming friday....even today i am still waiting. i am confused because the time frame of picking up changes every time i call. IS MY PHONE EVER GOING TO BE FIXED!!?????</p>