Payouts, Feedback and Confirmation

My phone was ****** on Saturday the 10th of January 2015. I am paying for phone insurance from Techsured since September 2008. They never checked if I am happy and assume that I will contact if my phone change. Now I am still paying and the original phoned doesn't even exist any more. Eventually a team leader Jivishan Pather reply, saying I need to contact them to sort the claim out (for me this is not good customer service already). I end up with Nonjabulo Dlamini that sort out everything and promise a payout. Now nobody answer and/or response. I need to know what they are going to payout and when - I need to buy another phone and is not a position that money is lying around to be used. Can it really take 3 weeks to sort out something simple as paying a customer out/back??