Insurance not approved

I really don't understand how this cellphone insurance/Edgars works. It's been five months now going up and down and waiting for my cellphones claims to be approved but its a new story each time when I go there or get a new sales person then I have to explain my story again. When I called the call center they don't have my insurance claim on their side but a sales person at Edgars (Cresta) took both my cellphones and I filled the forms and the manager is always busy to attend to my matter. This is really unacceptable since I am a paying customer and now they also want me to pay extra money...but m paying insurance for 3 cellphones I really don't understand!