Failure to repair item nor return it.

I logged a claim a month ago for my defective cellphone as I have cellphone insurance with WFS - Policy number ***. I was told by one of the agents that a third party company called Admin Plus deals will their claims. A lady called Noviwe rang me to arrange collection of the mobile for the 22/06/2015 of which she failed to send someone collect it as I waited all day. I then started receiving emails from another company stating they will be doing the collection on behalf of Admin Plus. <br> <br> I responded to these emails and I was informed that the collection was cancelled by Noviwe from Admin Plus, no one informed me prior to this but overall the cellphone was collected on the 24/06/2015. I have emails to prove this as well as I also CC'd WFS in all the emails I sent.<br> <br> Noviwe informed me that I will get feedback within 2 weeks after getting the phone. She rang me on 04/07/2015 to advise that they wont repair the mobile phone as it is not a covered incident, she said the phone will be delivered by the 11/07/2015. <br> <br> Thus far I haven't received my phone, she hasn't been responding to any of my emails and its been 5 weeks without the phone. <br> <br> I'm very disappointed!!!