Jet Tzaneen

I bought a phone from jet and insured it 2020 in 2021 it stopped working I took it there as I have insurance they called the insurance which told me to pay the access fee which I did on the 20th September 2021 from there they take me pillar to post even today I have not received my phone or their call or my money back the people on the another end so called insurance refuse to escalate the problem or transfer call to supervisor. I go there weekly and I stay far with no help please help me.