I'm getting ****med by vodacom

On the 28th October I was ****** my phones and were insured with vodacom insurance, the claim was approved the following day. They have been stringing me till today and no one is assisting me and no one knows what to do as they all tell me different stories. I've been calling them several times and I get different feedback from them I did walk in to the store in Greenacres PE and they blatantly told me it's not their problem I should contact the insurance till this date I have not received my device yet they deduct money from my account monthly as it is a contract phone + insurance , I am so drained.