Cell phone insurance claim

I have made a claim from Hollard insurance in Edgars on the 28 November 2019 till date have not received a response from them, everytime i go in and ask about the cellphone i've been sent from pillar to post there's a different story each and everyday from the insurance being canceled to me being told i have to pay the money the where not deducting from my account so my claim can be processed (which i didnt know a thing about by the way, yet am told am the one who's supposed to pay for their system fault so the agent *Lebogang is his name* said to me ) to everytime being told that they have not received my documents. The service am getting from the provider is very frustrating and draining... I NEED MY PHONE, CAN I GET SOME KIND OF A RESPONSE, can people start doing their jobs PLEASE!