Does this company know what customer service is?

The service we are receiving from this company is absolutely appalling. My mother and I submitted a claim on our phone insurance in April after the phone she bought for me through TFG was ******. Upon our claim we discovered that my phone was in fact not insured - a negligent action on their part as the consultant of the store we purchased the phone from verified that their agents were to manually insure it on the Monday after the weekend we purchased it on.

It has now been 7 months (and counting) and we are being given the run around. Exactly how does this company work? Is your employees negligence your customers problem or that of your own?