Poor Customer Service - No Feed back

On the 18.02.16 my cell phone was ****** from the car, inside my laptop bag that was hidden under the car seat. I reported the ****** phone at MTN, blocked phone and provided a ITC number, went to the police station where I opened theft case and was given a case number, I also made an affidavit that explained the incident, phone IMEI, ITC and case number were all noted on the affidavit. All done within 24hrs. On the 19.02.16 Went to Edgars at Jabulani Mall and submitted the claim that was accompanied by an affidavit. I never heard anything from Fin rite insurance I contacted them on the 25.02.16 waited on the line for about 20 minutes, finally got through and spoke to Lindiwe if I recall her name correctly, who asked me how did the cell phone got lost whereas everything is noted on the affidavit, I repeated myself, she then said she is waiting for authorisation and will revert back to be on the same day, she never called back. I called again the next day on the 26.02.16 spoke to another lady consultant who also said she will call back, never did. Very Poor Service from a FSP