No feedback for more than three months.

I bought a cellphone at Sterns Cleary Park branch on my account as a gift to my partner and also took out insurance on the phone. On the 13 December 2015 we reported that the phone got damaged and we had to pay R330.00 to MTN for assessment of the device. After 2 weeks the phone was returned to the shop and MTN rejected the claim because we have insurance. I then had to go back to the shop to complete a claim form. After 2 weeks i called the insurance company which then said there was outstanding details on the claim which they require from the Shop(Sterns). I called sterns and they emailed the required docs to the insurance company. Another month has passed and when i call the shop they reply that they waiting on the insurance company for feedback. We really need the phone for internet and email purposes. Please help.