I NEED PROPER ANSWERS PLEASE!!!

I had a loan with Cash Crusaders against some gold jewelry at your store in Newton Park, specifically diamond rings and bangles. I paid my extension as per normal, however the store was ****** about a month back already and my stuff was amongst the stuff ******. I received one call from the manager to say that they are waiting on the insurance to finalize and pay out. That was almost two weeks ago! Now yesterday I went into the store to enquire about things and no one can give me a definite answers as to when they will sort things out. I had a few questions which I also did not get answers to so would like some answers please. 1. When i took the loan, they paid me based on the weight of my gold, they never asked me for a valuation certificate of my rings or anything, so I would like to know what exactly are they paying me out on as the rings are worth more than R20k combined, and why is this process taking so long with little or no communication to us? 2. I would also like to know as no one at the store seems to know that once the insurance is claimed and an offer is made and if the customer is not happy with this what is the objection process like as I will not leave this without a proper settlement for my items, its bad enough that my valuable items are gone forever after entrusting it to your company...something feels very off here and I will not be done in by your business!!! Please also do not contact me via cellphone as I would like to engage via email so that there is a paper trail of what is being said for legal purposes. My email address is ***