An insurance claim not followed up on!

Firstly, I am extremely dissatisfied with the poor service received from the cell phone department at this store. I reported that my cell phone was ****** on the 09/06/2015 and only to be told that they need a IMEI number else they cannot do anything. That I understand but its extremely off putting not to be dealt with in a professional manner in the first place. I then asked for the store manager and apparently he/she was too busy to attend to me. After complaining was I only helped accordingly... I went back to the store 4 weeks later and the same person who dealt with the claim said to me that I mustn't make an enquiry the store will contact me if the claim is processed. On the 29/07/2015 I went to Century city branch to make an enquiry informing me that there is NOTHING displaying on the system! I then contacted Finrite and was told that no follow up was made on this claim and no paperwork was received from the allocated branch. What type of service is this?...How can such a branded store not have procedures or protocols in place...I am hoping that this matter will be sorted out ASAP...