cellphone insurance at game

it was three months back when my cellphone screen cracked and since I was insured, I claimed a day or two after the incident..they assured me that the claim was on process and that I should wait for them to collect the cellphone,.eight days went by and there was no collection..I went back to their offices and for some reason it wasn't processed..I waited another 4 weeks before they made the collection.. i was atleast expecting the cellphone back after 2 weeks since it was nothing internal..the whole of November ended..thn about 2 weeks ago I received a call from one of the companies informing about a payment needed in order to receive the phone,I made the payment and I still haven't been contacted yet.

I am not satisfied with their services as one of their customers and if I knew it they were this unreliable..I wouldn't have insured at their company..I still haven't received my cellphone and I'm considering insuring elsewhere