Bad claims administration

I have launched a claim for my broken screen phone that I can't bare use since from the 1st of July till now, when I call them they keep on telling me they can't find me on the system but better yet they keep deducting the insurance money, I went to the branch in West gate where I took my phone he kept on making excuses that they will assist me but even today no one came or called me to fetch my phone but they they still busy deducting me for something they can't find on the system.. And what I don't understand is why can't the branch take the phone and have fixed since they acknowledge my insurance..