Cellphone Insurance Claim

Good Day

I have an insurance claim which has not been processed, or any feedback given regarding the claim. This claim has been sent through to the insurer on the 18/09/2017. I have then been to the Edgars store in Eikestad mall on the 23/09/2017 to enquire the process on the claim and was then told that I was put on the incorrect insurance package. I insured a Samsung Galaxy S5 mini costing +- R6500 at the time. I now am told that I can only claim for R250. When having enquired this in Eikestad mall the Manager Victor stated that he would have to speak to the person who added the insurance for me first, the persons name is Reagan and he apparently now works in a different store(Somerset mall) and cannot remember when he made the mistake. Victor from Eikestad mall then apparently spoke to Finrite who is the insurance company dealing with claims and was then told that someone would call me back as the claim would be processed under reason code 'under insured'. I still have received no feedback regarding this and I have also called Victor on the number he provided me with, however when I called 3times the call goes straight to voicemail and when calling the store Eikestad mall, it was then said by Christal in the Credits/returns section of the store that Victor no longer works in their store. I need to claim as I am waiting for almost a month now for a device to claim on as I have been paying insurance each month since I started with the insurance package. I also feel as this is being brushed off due to store having made the mistake and now Im left without a phone because I cant claim due to store neglagence.

Please assist and advise what to do next.

Regards Carlo Smith