Insurance Service Pathetic

Good day

I called months ago to book in device at Jets Southgate for insurance as my device is broken. I waited for a month or so until I had to make a follow up myself and was advised they will collect the device of which they did. I am still awaiting feedback and its over a month now and I have still not received feedback and you guys still expect me to pay every month . You cant wait to contact me if I have a skipped payments on my account have that same energy before I take the matter further ,

WHEN WILL I GET MY DEVICE

I want urgent feedback ASAP