Edcon insurance claims and the service

I claimed for a lost cell phone on the 04/11/15, as per their promise pay out to be done in 48hrs after claiming. Today 06/11/15 I went for collection and their claim department confirmed my documents were never received meaning the store never forwarded them. I tried sending documents from a jet store and was told system off line I then went to email from my personal email address. After that I then phoned the department again, Allinah confirmed documents were received and I have to wait another 48hrs which excludes the weekend. Edgars store manager Prince who showed no interest, customer service whatsoever told me in my face \there's nothing he can do I have to wait for Monday to check on the claim since their customer complaints line never goes through and what is it I expect him to do"the whole store manager asks the client what he should do!!!! I couldn't believe he actually asked me that. I then informed him I can not be inconvenienced like this since he doesn't even care"