Cellphone Insurance Claim

I bought iPhone 12 at Bradlows Eyethu Mall in Soweto Mofolo and it had insurance...so the phone was ****** on the 4th of October 2025 and I did follow the claim process and submitted all necessary documents at the store on the 7th or 8th October 2025...I have been doing follow up with the store and nobody seems to assist me and I am still paying for the device... Every I go there they send me from pillar to post... I really do feel that I am not given the customer I am supposed to get...What irritates me the most is that I am still paying for that device as well as insurance... I also do believe that the store associates are not doing follow up on the claim only when I come to do the follow up they pretend to do so... Cos if they were doing follow up and not receiving feedback they should have escalated the query or the matter to relevant departments and also the Branch Manager... One day they told me that the insurance declined my claim because they couldn't get hold of me when they tried to call me... Exactly how do they expect to get hold of me when I don't have the device? And again they told me that the insurance company does not find my documents when I submitted them at the store... I really feel that I am being treated very bad by the store and if they continue to do this they gonna loose customers... I really wouldn't recommend that store to anyone because of their incompetence and poor customer service.