Claim made and have been sent from pillar to post

I logged a claim on the 05/10/2017 for a device that was ******, I went to Foschini at Randburg Square with all the documents that were required and was advised that the insurance will call me back once the documents have been received by them and that never happend as I had to call insurance company 11/10/2017 to find out what was the status of the application made and was informed that the store did not send the documents,I went to the store where they actually showed me the email sent to Finrite and they re-send the documents. I called again on the 12/10/2017 and was advised that they needed the replacement form from the store as this was my 2nd device I called Foschini and requested them to send through the replacement form and ever since from there I'm being told stories 1st it was that the store was not sending through the required form and when I asked the store to send me the form so that I can forward from my end I'm being told that it takes 4-24hrs for them to receive the form (and that's through email mind you). I have even lost count on how many times the replacement form has been sent to Finrite and I always get an excuse. It's now 19 days since the claim has been logged and nothing has been done really.

It costs time and money to call the call centre and even when they promise to call you they don't live up to their promises, I just don't understand what is so difficult with just retrieving an email that has been sent more than 5 times in a period of 11 days.

Can this been resolved as I feel I'm not being treated fairly and I'm expected to understand explanations that don't make sense.

Regards