Bad service

I took a cellphone insurance with Foschini nd 2 months back I lost the phoneand wanted to claim, which I did nd submitted the necessary papers and when I call to chsck the status they say I didn't submit my papers, went to the store to find out what cod be the issue, they give me the insurance number to call and the insurance says they didn't submit my docs. At some point when I called the store they told me that my claim is still being accessed, so am confused cause no one is willing to tell me the truth