Insurance ******* - Dololo service but premiums deducted monthly

I have a short term insurance with Telkom for a mobile device/cellphone. The cellphone got lost and was reported in December 2023 and to date it has still not been replaced despite having paid excess and repeated calls and emails sent to the insurance broker to advise on progress on delivery date. I requested that the insurance be suspended until I get a replacement phone and that fell on deaf ears as I ran the risk of not getting the phone replaced. I continue paying monthly premiums for non-existent phone and it seems I will not get it anytime soon since I have not been given the status of when it will be replaced. I am beyond frustrated as this is also draning financially. please intervene on my behalf and get to the bottom of this