Phone claim dilema at Edgars

I went to claim my lost phone in September. Edgars insurance Finrite never paid out the phone. Firstly Edgars sent me to Jet store to submit the claim said they were updating their systems. My claim was submitted 3 times by Jet and the insurance company kept on saying they have not received any claim. I even sent the claim myself from my email to a Team leader at the Insurance company call centre. Jet sent me back to Edgars, Edgars now did not recognise me as a client my id number, card number and account number was not recognised by the system. Edgars and Finrite kept on saying because Edgars is no longer with Edcon group client information is still being updsted which could be the reason why my information is not recognised. Multiple escalations were done by the insurance copmany Finrite and they came to a conclution that my insurance was never active after paying ot for the past 2 years. The funny part about all this is that they are able to recognise me as a client when im paying the account but when i claimed i was not recognised So my phone was never paid out by Edgars