Insurance Claim since 2019 and never received a phone and still paying for insurance for a phone i dont have.

I'm really disappointed and of the service i got from Telkom insurance brokers. my insured cellphone was in for repairs from 2019 and ever since then im still paying for insurance for i cellphone i never got as i was advised at the store when i was following up on my phone that if i cancel the insurance i will not get the phone. i have been trying to be in contact with the insurance for all these years but they are not answering their phone. i feel very cheated as i also recently contacted the Canawalk telkom manager Naseema Khan and she said told me that they are using a new insurance and how come i did not follow up on this phone as if i didn't.