Device claim

My name is Karabo im a loyal client of Finerite insurance.Ive been paying my contract accordingly with no problem. On the 21st of December I experienced a bad tragedy at Jozi town, A Man stole my phone and wallet n stepped on my feet very hard so that i dont move... i immediately went to police and report there after i went to telkom store in Mall of Africa to advise what i should do....I using an iphone 7+ under the insurance company of Finerite.I spoke to one of the assistance and he tols me i should write an affidavit, attach my id copy amd latest invoice which i did all of that. Since then ive been following them like a mad chicken they made empty promises e.g i spoke to one of the assistance who primised to call me regarding my claim yet nothing is done till today.I spoke to another one Saturday morning they telling me lies...Finerite is a bad insurance company for they take forever to deliver to customers..I am paying money for the insurance but not saying anything about access fee or the way forwad i sent my documents which they requested 5th times.