Insurance payment chrisis

I took out a cell phone insurance with Telkom insurance and I have been paying without default for over, when my cell phone got ****** abt 5 months ago I made a claim n payed all the excess money and submitted all the necessary documents. They were supposed to send the cell phone within a week of my submitting the documents but its been 3 months and they have not sent the cell phone even when I inquire every single week. They make promises that they will deliver but nothing yet..