Game is really a game, they are playing with customers

I insured a cellphone with game, covered everything, loss, theft and damages. Now the cellphone was damaged and I took the phone to game and I was I formed that they can't take it, I should wait until they come to fetch it. I was then informed to pay R150 before they come to fetch it and I did that, it's now more than a month after I payed and they still haven't fetched it. Then I took back the iron that is still under warranty and it was taken and I was informed that they are taking it for repairs, it's now more than three weeks without them saying anything.