Jet insurance cover

I took phone insurance last year, this year my phone fall nd broke the screen, I call the number on the insurance self-service number they take me pillar to post znd they advise that they will send the courier to come and collect it in 5 days it was March even today no one called me, I went to jet they called the insurance but still not collected, paying something that is not working for me, they must refund me or please fix my phone