repairs

My phone's screen cracked and its insured with hollard insurance so I called the company and was told i need to pay excess and fax it at Game store and they would fetch the phone, and I did on the 27 June but Ram fetched it 2 weeks later when I was told 2 days. Then they told me once repairs has it, it takes 4 days to fix the screen and will be told the repairs amount and once paid phone will be delivered to me but that was 2 month ago when I called they repairs about imei not matching God knows what but within four days I will be contacted but nothing I'm paying for insurance still but the handset still no show. Now why would Game stores associates themselves with ***** like Hollard Insurance.