Bad Service

My phone got stollen on the 14th July 2015 and its been a month since i put trough my claim and had to call Edgars myself to find out if my claim was approved. The store told me i can cliam for R2999.00 and my excess is R500.00. I got in contact with Finrite/Hollard and informed that than my contract states i can claim for up to R5000.00 and my 1st excess will be R300.00. Katlego kale told me that Edcon posted me an updated policy and i told het that i did not get any updated policy. Edcon has been mailing me info and statements via e-mail since 2013. Why would they suddenly post it? I spoke to shaun Tsotetsi & Nathan and told them and Shaun told me he will forward all my info to Edcon and wait for feedback. I had to wait anothe 14 working days as thats all answer i ever get. I mailed them yesterday to ask if there is any feedback and i still did not receive any reply. Ihow long can it take for them to prove that an updated policy was send or not. How long can it take for them to sort out my problem? If i missed one month of not paying my account they'll be on me in a second. yet it takes so long to sort out my problem and come to a solution to get the matter resolved?