2 months waiting for a phone claim

I bought the phone at STERNS IN DURBAN WEST STREET November 2014, I insured the phone. the phone got lost 13 August 2015 reported, blacklisted it and submitted to STERNS, they told me to wait 3 weeks I did and after 3 weeks I had to call the insurance and they said they did not receive any claim, I went to STERNS and they emailed the documents again. I had to wait again after 4 days I did a follow up they said the claim was late we need to submit the affidavits stating why it was late and I did it and they emailed it again. I waited again I called they said that affidavits was not received I went to STERNS they said they will email again. after 3 day I sent my sister to check they asked me to come to the store i went there only to find out i have to fill in the form again for the claim i asked why the lady as STERNS i have been dealing with SANDRA she said the insurance asked for it. I pay for my account and the insurance but i have to wait for the claim for over 2 months.