FitBit device not delivered

I don't think I have ever received service as bad as this. I took out a Life cover policy with Instant Life, on the 18 July 2017. And I was supposed to get my FitBit device after my first payment. A year later and I still have not received it. I have made numerous attempts since last year and nothing. I do not get any replies on the e-mails I sent. I have even tried their online "Contact Us" form, and nothing. From last year I have spoke to different agents. Each time they would apologize and reassure me that I will get the device before the end of the week. This happened last week as well. 18 July 2017 till today, 17 July 2018. I do not understand how such a reputable company can provide service this bad. It's mind-boggling.