Delay on insurance claim

I Melody Nyandeni have claimed for cellphone insurance since 15/06/2019 the claim consultant came back to me on the 19/06/2019 asking for a detailed affidavit and an printed Itc ref number from the service provider and yet the affidavit I submitted when I claimed had the Itc ref number.on the 21/06/2019 I submitted what the claims consultant to requested to her email address. I then sent the same email again since the was no response on the 25/06/2019 and she told me she will be dealing with my claim and approve it on that day which was the 25/06/2019. I then made a follow up by calling the insurance on the 01/07/2019 asking the status of my claim since the was no feedback from them and the call center consultant told me that my claim was approved. Ok I waited then I called again on the 02/07/2019 and the call center agent told that the claim was approved again. I then called again around 12:30 asking what the next step since the claim was approved but Sefako the call center agent who was very rude told me that my claim is not yet approved they are still requesting the detailed affidavit and the printed Itc form but when I tried explaining to him that I had sent those required things and Their claims consultant told me she will approve it he then said he is telling me what is in their system and he cannot even transfer to the claims department coz they just moved to new office and they can’t connect to the claims department so there is nothing he can do. I then called again the following day but there was no answer I then called again on the 04/07/2019 and they transferred me to claims department but the was no one who answered. I called again and spoke to Namhla a call center agent who was shocked of how long my claim was taking and then called the supervisor of claims department to help she who told me they will help me the following day in the morning. I then received a call the following morning from the claim consultant who was busy saying she is busy with my, I then asked why is my claim pending after I sent everything to her she then said sorry I didn’t see the email you sent but will do It now and escalate your claim...