Insurance claim

Unhappy doesn't begin to explain how I feel about this company, so sometime early this year, I had paid the excess fee for my insurance to replace my device that had been ******, I was advised that my claim was suspended because it was unpaid for within 90days, which all this was news to me because I had not been previously advised of this by my service provider cell c and I'm being told this after the money has been paid, they requested for a motivational letter of which I had sent to them, they did not get back to me until I reached out again and the last time they ever made contact was on the 26th of June and they have not rep**** to me regarding either the claim being approved or receiving my refund back.