Poor service with Insurance claim

I have been to Edgars at Mall@Lebo to make an insurance claim i went there 2 days later to follow up and they said they were offline.

I had to then take those document to Edgars active Lebowakgomo to make the insurance claim on the December 2017 .I kept on following up but they said the process will be slow because i didnt buy my phone on account.I went again on January 2018 to follow up and the said u should wait for an Sms which i never received.Now i still do not have a phone.

They service is bad because they cant disregards peoplewho buy their phones cash but then still allow them to take out an insurance with them.They are very unprofessional.