Regret taking that insurance

I lost my phone on the 13 Jan 2020 and claimed it on the 14 Jan 2020 after that I was told to do a follow up after 7 days which I did and my claim was so approved and I was told to pay a Access fee. I paid it the following day which was Wednesday and sent them my proof of payment via email, fair and well. The following day I called them to do a follow and they said my phone will be delivered in 3 days time which it didn't, when I called them again after 3 days they changed to 5 day, five days later nothing came and I called again asking what's happening coz I have been waiting for my phone and some lady told me that it takes 7 business days so I need to wait for 7 business working days. Which I did, when I called on that 7th day asking how far is my phone they told me a story that they told me 3 days ago that they are waiting for a tracking number. This whole claim process has been happening for almost a month and I got more angry and ask the consultant to cancel my claim and give me back my money back so that I can go buy a new cell phone on my own because they failed to deliver their promises to me as a client. The lady I spoke to was Mbali Hlatswayo, she canceled the insurance and the claim, then took my banking details and promised me that I will get my premiums and access fee back and that I must wait for the management to call me to confirm my banking details, that was Friday 31 January 2020. No one called me until I decided to call on the 3rd of February 2020 and spoke to Sindiswa who also sent an email to the management due to what mbali did and she promised to call me back later that day but she didn't. The following day I received a call from a driver saying he's here to deliver the phone, mind you the claim was canceled and I was supposed to be getting my money back as promised, I told the guy that we canceled the order last week and I can not take back the phone while I will be receiving back my money back. When I call the insurance informing them about what just happened and how shocked I was because I canceled it, they told me that I'm not gonna get my money back the only money that I will get is my access fee which they didn't tell me at first now no one what's to tell me what's the way forward since Mbali Hlatswayo was the one who wasn't honest with me as a client but she continued with requesting for my money back where else she knew that I'm not gonna get it back.... I'm so annoyed with the service that I got and I regret taking that insurance coz it's totally a waste of money that we keep on donating to their company.