insurance phone claim

Had an incident with my phone where the screen got cracked got damaged, I then went to the store to report the phone we then managed to book it for repairs. This was on the 6th November 2015 but as a customers I extremely upset and disappointed with the kind of poor service they've presented to me because hence I've claimed from insurance they still haven't fetched my phone I emailed them they still haven't gotten back to me but for the past two months they have been debting the money for my phone insurance but they haven't lived up to their services and I don't have an alternative phone and I dont think that's fair because I've never missed any payment but the way they've treated the whole situation it isn't okay!!