Bad service by FINRITE

On the 12th of June 2018, I sent through paperwork for my cell phone insurance claim.

After sending the documentation 3 times,and calling 8 times only then it was confirmed that my documents were received.I paid the required access fee,but till today 25 June2018 I still dont know what is happening and I still dont have a phone. FINRITE now wants to replace me with the same phone I had, but according to the terms of the cover I took out, I was covered for R5000. they are now telling me that processes changed in March 2018 but I was never told . You will call and email 100 times but no ones ever gets back to you, including the 'Team Managers"