TFG Insure

I have since put in a claim for a cellphone on the 4th Feb 2025. To this day i have not been assisted. What are the channels of cancelling this insurance? I have sent several emails until i was responded to 2 weeks ago.I was told to take the device to the store, which I have done immediately. Last week, when I checked with American Swiss Womderboom Junction, the phone was still in the shop because no one knew what to do with it. Today, 24/03, I was told the phone had been collected last Friday. Mind you, I took the phone to the store early this month. I started the whole process on the 4th FEBRUARY !!! please help!!!