EDGARS BLUFF - CELLPHONE INSURANCE CLAIM

i am having such a complicated time with Edgars Bluff store regarding my Cellphone Insurance claim. I went to the store on 21/03/2019 to submit all my necessary documents that they advised me to bring. The lady who helped me Roberta, advised me it can take 7-14 working days. Yesterday 09/04/2019 out of curiosity i phoned Finrite to see how far my insurance claim is as i've spoken to people who have claimed before and they said their claims were quick. to my surprise i was told by Finrite that my documents wernt even loaded onto the system, they put me on hold to try contact the bluff store and they couldn't get through, the phone just rings. so the lady advised me to keep trying to phone the branch so i can find out whats going on with the documents then i can call her back. so i tried called the bluff branch i got through to a lady, i never ask her name but she assisted me, she took my name and number and said she will investigate and call me back. she did eventually call me back before the end of the day and said that she herself uploaded the documents personally and that it should reflect on the system. So i thanked her, and said i will follow up the next day with Finrite. today 10/04/2019 i called the insurance back to find out if all my documents are in order. the guy i spoke to said there are still no documents. so i told him what had happen. he advised me that i can call the store and ask them to email me the documents so i can send them to an email address he provided me with. i phoned bluff store and the phone just rings. eventually someone answered she put me through to a guy named Jayd or Jayb . i was explaining to him what had happened he cut me short and i was still saying please can he send through the documents to me i will give him my email address, he puts the phone down in my ear. i am highly frustrated at this service, as i pay my account on time and now i am having problems with a claim. simple thing as submitting my documents was not done, if i knew i could do it myself i would've done it. this is a really an unnecessary inconvenience for me as now i don't have a phone. i am still now trying to call the store back multiple times and their line is just ringing.