Cell phone claim not processed for a fill one year 2 months

I would start by ASKING FOR HELP, I am helpless i am paying insurance and a phone contracted that was damaged and booked in 2023 December till today my phone zflip4 is gone. They never contacted me i am the one who have to call and still i will get same question. Whenever i call to equire i am asked about access fee that i paid long time ago and very high access of 2300 on top of contract premium. I made more than 20 calls send emails but nothing seems to bother them, Can i please get someone to help in this regard.