TFG insurance and staff not reliable

I bought a phone using my mother's store card at Exact Canal walk on the 26th of February 2018 and took out insurance on the spot. I was ****** on the 2nd of March and lost the phone in that incident. I did what is required of me in this situation and called Cell C to blacklist the phone then went to the police station to report the phone as lost. I then visited the store on the 5th of March to fill in a Claim form, the sales person said it would take up to 14 working days to process as they will email the Claim form to Finrite.

I waited almost a month and called Finrite on the 29th of March and they said they never received the claim form. I emailed it myself and waited a week to call them. When I called them they told me they need the Policy schedule. I then called Tim at Exact Canal walk and asked to email the schedule to Finrite as I was at work and unable to.

It has now been 2 months since I signed a claim form and Exact Canal walk has not been able to help me lodge a claim on a device that I bought at their store.

Exact staff always tell me they will call me back and never call when I inquire about this.