Claim still pending for 3 weeks

I submitted claim documents to Edgars Westgate on the 9th of November 2017 for two lost phones and was told that they will be approved within 7 days. 1 phone was approved within 7 days but the other 1 has not been approved. I call Finrite everyday ,they tell me that they haven't received the documents then when I go back to Edgars store they tell me they have sent them so who is fooling who? I don't have a phone as we speak and it's frustrating.