Unfair treatment fro Hollard insurance

I waited for more than 21 days that they promised to payout for cellphone insurance, after that they tell me to pay R500 to access my cellphone and I pay R100 monthly insurance. Hollard insurance did not inform me as their customer that things have changed, I want cancel my insurance them and I don't advise anyone to take insurance them their not loyal and they take too long before the payout be warned.