My phone is about to be taken after making payment

I contacted insurance and they eventually came to pick up my phone without bringing me the promised loan phone. I have not heard anything from Insurance and after waiting for an answer for 40 min every time I've tried to contact them. I am still unable to get an answer and have had no replies from any of the numerous e-mail's that I've sent to them. ALTHOUGH I did receive a warning e-mail that stated that if I do not make payment my phone will be taken, this was without the amount or account that I needed to send the money to. I once again tried to contact Insurance with no answer I eventually contacted the person who picked up my phone from a number I found on the receipt. This person kindly informed me to someone who gave me the amount and the bank account that I needed to transfer the money. I transferred the money about a week ago and have tried to get an answer from insurance and after another half an hour of no answer I contacted the kind person from repairs again who informed me that they have not yet received confirmation of payment and if they don't they will keep my phone. I am still trying to contact insurance and have still not been able to.