Insured Laptop taken for Repairs

In Dec 2014 I bought a Laptop at Game Stores Westgate Centre in West Rand for my daughter who was going to start at University in Jan 2015 and I immediately signed up for Insurance in the Shop. In Dec 2015 the laptop screen was damaged so I called the Insurance to report and they said they will pick up the Laptop from my house, off which they picked it up on the 15th Dec 2015.Since January 2016 I have been calling Finrite, sending e-mails trying to get a feedback and to ask when am I getting the Laptop back but every time I call them they always saying they are awaiting their repairs people to give them feed back and when I ask them do they really fold their hands and wait for their Technicians instead of them finding out from their technicians they will make hold the phone till you drop it. My daughter has to do her assignments and the Laptop is nowhere to be found. When you ask to speak to the Manager you are told he/she is in meetings only the team leader is available, then when you ask for the team leader they put you on hold FOREVER so all I want is my Laptop because I bought it cash and my Insurance Premium is UP TO DATE. This company is taking me for a ride please help Peter