Service is not that good.i come back with nothing positive

Hi I really hope you could help me.i have an insurance claim with Mtn in Jeffrey's bay since 2020 beginning of the year.I was by them several times and they said they could not find the email on their computer about my claim and that they thought I've received my phone already.all they send me was a ticket I'd number.im still paying my contract together with the insurance.what am I to do?