Insurance claim

Horrible absolutely horrible service, I went to go claim insurance for my phone two weeks ago at hi festival mall in Kempton Park, I followed all the right procedure even called them with another person phone with airtime I bought. To this day I still haven't gotten a phone, what's the point of paying for insurance when you have to fight just to get a claim through. I'm extremely disappointed I run an online business on my phone now everything has to be on hold until f***rite approves my claim.I lost/losing so much money I'm so disappointed.