Stagnation of policy payout

I booked my phone in at a cell c store for a cracked lcd I'm now being send from pillar to post for getting my phone fixed even though I have insurance I've been to the cell c store more times than I can count they keep changing their stories depending motivational letters I've done all they required yet I'm still paying insurance for a phone that they are adamant to pay for the claim I'm so frustrated I would never recommended to anyone to get insurance under hollard because wow