Hollard edcon cellphone insurance

I paid my access fee on the 5th August. I called them after paying the amount and they confirmed that they have received the proof payment and they will call me within 48 hours to discuss my options and finalize the claim. Till today they haven't made contact and I tried writing them emails to get them to call me back with no luck. On the 8th September I went to the store I called them, the first consultant put me on hold for 15 minutes and hang up. I called again and the consultant said they will definitely give me a call tomorrow (09 September) it's the 11th today and I still haven't received a call from them. Iam fed up and I want my device!!