Poor service delivery of a cellphone claim that is almost a year old and yet no delivery....

I took out a Hollard cellphone insurance at Edgars store in 2019 my first claim was made in 2021 Feb after I lost my phone whilst travelling....my claim was then approved almost 9 months later but to this day I still haven't received a new phone from them rather they send me from pillar to post whenever I call them at my expenses with their consultants refusing me to speak to their team leader and however disguising to be their team leader whenever it suits them....they have been receiving their premiums without fail but are denying me the right to their service delivery....kindly help very disappointed and annoyed