Cell phone insurance delays

I am writing to complain about my cellphone insurance claim being sent to final assessment but it's delaying. On 18 January 2018, I arranged cellphone insurance with EDcon by claiming at Edgas connect store in calton centre. The following week or two weeks later I called the insurance company and I was told that there was no record that shows that my phone's IME number was blacklisted, I later went back to the edges store and they called them but Edcon said the claim is being escalate or moved to final assessment and I'll receive an sms when it's approved. I've been waiting for the sms until today. I would like you to investigate this matter . I look forward to hearing from you as soon as possible.

Yours sincerely Morris Mohanoe