Someone is lying here

I bought a cell phone at House & Home Alberton and I was forced to take all risk insurance which I did, the insurance means that if I lose my phone, It will be replaced as the insurance is covers comprehensively, I was called by the lady called Ayanda who told me that the reason I am not getting my phone is because the account is in arrears and I must pay, I went quickly and paid but I am still waiting and there is no progress regarding my replacement. It is due to me, I pay for the cover and I fail to understand why must it take so long for the insurance to replace my phone, after I took the insurance under duress because I was told that it is compulsory, which I find it very unfair and not customer friendly. I have submitted my claim on the 30/10/2015 and I am still waiting. I believe that they don't understand that the reason why I need the phone is to be in contact with my family and run my business, if they did not force me to take their useless insurance, I would have bought myself another phone and I refuse to buy another phone because I have the insurance that covers me, I need my replacement phone because I pay for it, this is a breach of contract,I can't wait any longer