Truworths Cellphone Insurance

My cellphone is damaged and needs 2 be repaired, so I have insurance with Truworths. On the 14 of August I sent in a insurance claim 2 this email address niche@finrite and there was no response bck from the company, so I decide 2 call the center and it was answered by a consultant( Kgomotso)and she advice me 2 resend the claim bck which I did and she also never responded 2 my request. Three day after I call back and it was answer by Aadilak and she also advice me to send the claim form with my id copy because Kgomotso didn't receive them which I did and then I asked to speak to the supervisor to resolve this issue and he/she was not available, still I didn't get a respond from her. So I called back spoke Mahlatse and told her my frustration and she advice me that she's will be handling my issue since she was the supervisor and she asked me 2 email her my id copy which I did and she told me that I had to pay an access fee so that they can come and pick it, she said it take 2 days for the phone 2days be picked up was payment was made. On the 1 Sept I made the payment and email it to her and than Baphiwe responded back asking 4 my work add so they can pick up the phone. STILL WAITING