Finrite are Wrong

I have had the worst experience with company. I purchased a mobile phone from Foschini at the beginning of the year. I got insurance at the time of purchase. I dropped the device and was crushed by a van in October 2019. I did the claim form as instructed by foschini on the 28th of November. Dropped the device at the store where I purchased it. Thereafter everything went wrong. The branch said they didnt receive it even though they had. I have mailed the complaints. I have called the insurance company. But still I have no replacement or good news regarding the device. This service is extremely disappointing.