Claim for call phone insurance taking more than 3

in January 2016 i lost my phone. then I sent an email to tfg head office to ask how do I go about to claim as I can't find my documents. they refered me to the store to say the store should still have copies of my documents. i went to the store to check n they said they will get back to me wen they found the docs. i was called in the afternoon to say the docs were found I can now submit my claim. i called Vidal the following day to block my phone. then I went to the police station to do an affidavit. i went to submited the claim to the store still in January. then I received confirmation that the claim has been received. then in 2 weeks I called to follow up. i was told i need a motivation letter explaining why I submitted late. then I did that n took it to the shop. then waited for 2 weeks them call to check. i was told letter must be stampedat police station. then I went to police station to get letter stamped n send it to them. i received confirmation that letter was received. there afterwards till today I still have not received any feedback from the co of status of my claim. yet every month money is being debited while I sit without a phone. i feel unfairly treated n sad.