Insurance Claim

My cellphone was ****** recently so I went to the vodacom store to do a claim for the insurance to get a new cellphone which I have been paying for the past 2 years now, I was told that my Policy was never activated even though I was paying for the insurance for 2 years, they escalated the issue to be sorted out on Monday and I am still waiting for them to sort it out, I keep getting told by a Vodasure Agent (Victorious) that it will be sorted out the next day, I've been hearing the same story everyday, nothing is being done to sort out this issue, I have been paying for a service for 2 years and I want my cellphone, I was told that (Victorious) will call me back but she never does.