Where bad service

This Insurance are where Bad I was with them and the charge so much and I put in a claim with them for a phone and after they paid me they kept the same phone on my insurance and never took it off and they don't want to refund me. and I had a third party claim and they told me to pay my access and they will refund me and it has been more than Three months now and they have not refunded me. they also in the begining of the year just pushed my insurance up with more than R700 and they can't explain to me why.