TFG bad service

I bought a phone for my son at EXACT Promenade mall, on 17/12/2018 on account and I took out insurance with it- @ R60 p/m which I have been paying. The device got faulty- just went off refusing to charge, I took it to the same store for a repairs on 07/10/2019. I was promised I would get a call to update me on the status of the repair, this never occurred instead I kept going calling the store I would be told different stories. Again I received an sms from the courier that they would return the phone, I went to the store to collect the phone, only to be told to ignore the sms as it was misleading. Eventually, the device was returned and I was told they could not fix as it was "water damage". On 28/11/2019 the store consultant completed a "claim form" for insurance as I have insured the phone, went to the store on 21/12/2019 for a follow up and was told by the lady that is in the Phone department ( a different lady) that she is now in charge and would call me on Monday of the 23/12/2019- she never did. I called the insurance company (Fin Right) and could not help me because the claim was made but there is a missing part (Section E) about the damage on the phone. I just called in Exact store, spoke to the cell phone consultant and she again promised to call me back after talking to the insurance company- she did not have concrete feedback even after I have told her that I called the insurance company. No one has showed empathy in this matter since October.