Finrite Administrators not paying out my claim

I Submitted my claim on the 13th of July 2017 for a lost phone and Andile Mkhwa**** logged my claim. after numerous calls to get an update on my claim and numerous attempts of speaking to a supervisor but with no luck. I was told that my claim was rejected and a reason from the underwriters was going to be sent to me within 2 days. It has been almost 3 weeks and today I called so I can be given a reason for my claim been rejected. I am still being told the same story as 3 weeks back that they are still waiting for a reason from the underwriters. How can they reject a claim if they didn't have a reason then and 3 weeks later they still don't have it? Can someone assist me with my claim?