Angry and dissapointed - Insurance

I bought a phone at Foschini in April 2016 and took up insurance with them. On the 5th of November 2018 i lost my phone somewhere in Secunda mall. I reported it that same day and they inform me that i have to blacklist the phone with the IMEI nr. I told them that i don't have the box anymore and they did gave it to the insurance. The guy did contact the insurance just to find out that on the 27/05/2016 when they replace the phone because there was a problem the lady that assisted me didn't gave them the new IMEI nr. They couldn't find the documents that was supposed to be safe for 5 years but expect me to keep the box. They eventually contact me with the IMEI nr . I did blacklist the phone but still waiting for the insurance to come back to me. I did report it to their call center as well and the area Manager was supposed to call me but no call at all. The staff that assisted me can't tell me how long it will take, i just have to wait because they must remind the insurance everyday or check up on them. For me its very bad because i pay them every month now i just have to wait until they decided to help me. I do all my online things on my phone and now i have to stand in queue to do things. They are really inconveniencing me but don't complain when i pay them every month. The service is very bad and now i'm cut off from the world. I don't think they must sell insurance to people if they can't deliver.