Cell phone insurance

I pay for cell phone insurance with jet on a monthly basis, I have never skipped a payment before, 2 weeks ago my phones touch screen was not working, so I went to Eastgate jet store, to take my phone to be repaired. I received communication from the insurance company that my phone is been booked in and I will receive it within the next 3 to 5 working days, On the 5th day I received a call to say it's been repaid, I went to the store to collect it, I get there I paid the excess amount of R200. After I asked the ladies who were assisting to test the phone to my surprise the phone was not repaired. They phone was still not working. I honestly don't understand why am I paying insurance if you can fix the phone. It's either jet or hollard give me another phone because I am really disappointed with both companies on how the treat they clients I have been a loyal client to both hollard and jet for a very long time.