Bad servise

I claimed insurance 4 weeks ago to fix my phone , a week later after fighting with them my claim was approved , I was told to pay R150 I did I have been trying to find out when my phone will be picked up I'm being taken like a fool by your new insurance company been 2 weeks now since I was told they sending someone .. I don't understand why should we pay for this service every month even after they monthly instalment increase and then get such bad service when trying to get help ..