Can't get help with the claim that i lodged

I lost my phone through theft on the 8th September 2015 and fortunately it was insured with Finrite, I went to Markhams store where i bought it with all the necessary documents required to lodge a claim, and all was sent to Finrite on the 11nth of September 2015, i made i follow up with Finrite on the 15nth of the same month as per advice from Markhams only to be told that they didnt receive the claim, i had to send someone to the shop to make a followup on my behalf and the person was told the claim was sent and even shown the email as the proof of that, and the shop called Finrite where 1 of the agent confirmed receiving the claim and promised to to get on it and asked that a follow up be made on the 17nth. Upon enquiring about the progress on the date said i was again told by an agent that my claim was not received, I ask myself how is that possible. This is very frustrating and is unprofessional. I would love for this matter to be attended to as soon as yesterday.