Gadget Insurance Claim

I have gadget insurance with Finrite under Edcon and Hollard insurance since 2017. In March 2020 I went to Edgars Clearwater and filled the claim for my daughter's Laptop that was ******. When I do a follow up on the claim in May after lockdown They told me that my gadget (laptop) was capture with the Imei number and laptops only have serial numbers which I know of. I then asked them what info will they need from me they asked for purchase slips or enrollment slips, I told them that the slips fades and I threw them away but still have the box and told them that I bought it at CNA CRESTA. After that there was no feedback from Finrite, when I call to enquire they sent me from pillar to post. I phoned Edcon Customer service and asked for the proof hence I was still paying and they promised me that the manager from Finrite will help me because they are unable to access the information they need, that was in June. In July they asked me to go to CNA and ask for inventory list, CNA Cresta does not have that information because it is no longer part of Edcon. In July I referred the matter to Finrite complaints, the agent who is dealing with the matter always promises to call back and give back but she doesn't. When I call to enquire she always tells me that she is waiting for management to give feedback. I need Finrite to replace my laptop I've been paying for.