very bad experience

I claimed at a edgars store in Hillbrow last week Tuesday for my cell phone insurance and I submitted everything they said I will get feed back in less than a week.I waited for the sms to be sent but nothing today I called their call center at 4:38pm for a follow up Busi answered and she said she is checking then she came back to me after 10min of hold she said there are no documents attached to my claim. I then asked for Her manager she put me on hold for 30mins till I wrapped cause I m at work. I am very upset I was ****** and I pay every month and this is the service I get..I m very disappointed