Disappointed

I bought a cellphone from foshini in 2013 n it was insured by fynrite.i was ****** stabbed n ****** .this happened on 4 th Jan 2018.i was traumatized.n recovering from my injuries.at the end of Jan I went to the store to report the incident.the ladies at foshini gave me a hard time coz I didn't have my documents in order.dey asked me to go get the itc number ime number.it was an effort.eventuallly the claim was submitted in September 2018.am still paying for the insurance n I don't have a phone.pls can u help