Payment for cellphone after *******

My son was attacked in July and i called Iwyze household insurance to lodge a claim as the ******s wanted to take his cellphone.He threw the cellphone on the floor and the phone was broken.I called iwyze to lodge a claim on the 02 august.I was given the claim number 897922 and i was told by Rendani and Nonzwakazi that my claim will be settled within 3 working days.I have been calling every 3 days and on monday 28/09/2015 i spoke to Rendani and he said he is going to release payment and i must expect my money on wednesday 30/09/2015.I again called this morning and was told that the payment was released and reversed again.I need to find out what to do to have my claim settled as i am paying my premiums every month and i don't have problems paying my premiums.I spoke to Nonzwakazi who seems not to know what she is doing and is this the treatment that i am paying for?If yes i need to start looking somewhere for service.