Edgars Hollard phone insurance

I have a cash phone insurance at Edgars, meaning I dont have an account I just have the phone insurance with them .I had placed a claim for my lost phone at Edgars Liberty Promenade on the 25/11/18 with all the required documents in place. After 7-14 days without any one contacting me as to what is happening with my claim I went to the store to find out. The lady told me she is going to call "them" now meaning Holllard to find out, meaning that for the past 7-14 my claim has been just sent away and none the cashiers in store followed up.

Anyway the cashier called and could not get hold of anyone as the hollard's call center kept on ringing endlessly, then the cashier promised to keep trying tomorrow and she will contact me.

After a day or 2 I went back after not beng contacted! I went back only to find out no one followed up, the cashier on duty then called Hollard and only then was I told to pay the excess fee. I paid the excess fee on the 24th/12/18, took the proof of payment back to the store as required for the cashiers to send it to Hollard.

I then after 14 days or more went to check by the store what is going on coz no one is contacting me! As always no one in the stord followed up and were only doing so just coz I was there. I was told someone will contact me from Hollard the next day, and no one did, I went back and I was told the same story and this just kept repeating itself. As I am writing this, I went to the store the day before yesterday and I was told Hollard will contact me yesterday but still today there is nothing.

I am so sick and tired of all this Hollard/Edgars nonsense! Please help.