Finrite insurance

Good day, I bought a phone for my son at Foschini Mall of the South on the 24/12 2017 and I have insured the phone. On the 31/12/2019 my son was ****** and the phone was taken, He went to Foschini Alberton because it was the nearest ,with affidavit and the insurance documents which were submitted to Finrite Insurance the claim was declined reason was that my son name was not on the insurance doc, my dispute is that this was never explained to me when I was buying the phone that I must write my son's name as a beneficiary. I wrote an email to Pam Pulse I never got any respond when I called they told me that I must go to the store where I purchased the phone to get a letter from the store manager , I went and they told me that the person who assisted me resigned and I should go back to the store where I submitted the claim to write me that letter. I'm tired of being push all over, why the cannot contact the branch in question and sort out the issue am I supposed to run their admin., I don't think so. I have submitted what was required on my side, they suppose to deliver all I want its the phone and I'm still paying the insurance. Please help