Cellphone insurance claim

I am writing this review on behalf of a family member who lost his cellphone. The cellphone was purchased on credit at Ackermans in Margate on 23/01/2025 by Anele William Zweni, id *** contact number ***. I reported the missing phone at Margate Police Station, wrote an affidavit and went to the shop on 02/02/2025 for the claiming process. On 06/02/2025 I went back to the shop on 06/02/2025 and I was told that my claim is still pending. On 11/02/2025 they said there are no documents found regarding my claim. I then resent the documents. I spoke Hellan who said I must check on the 13/02/2025. I went back on the given date and was told that there are no documents. The email addresses that I have been given to send to are as follows; claims@ foneyam.co.za Inamn@ tenacityinc.co.za