Claim Not Processed

I took out insurance with Finrite through Edgars in December 2014. My iPhone 5s was ****** and I submitted my claim on 4 July 2015. I was told by the Cellphone Department manager of Edgars Tygervalley branch that everything would be processed by the very latest on the Wednesday, 7 July. When I went there the following Wednesday I was told that my account was in arrears and I had to make a payment before they would process the claim. I made the payment but still heard nothing back. Today 16 July, I went again to the same lady that helped me and received rather disgusting service. She told me I had to come back tomorrow and see if it was processed yet. I asked her for a copy of my contract as I haven't received anything and she said I should call Finrite myself and ask them as they do not deal with that. I called Finrite, the first two times I got through and after explaining everything the phone just cut off. I tried for the last 30 min. again but as soon as I get transferred to the Edcon department my call is dropped. All three of my phones are insured with Finrite, but quite frankly I would like this issue to be handled immediately so that I can cancel.