bad service regarding insurance claim.

On the 3rd October 2017 and again on the 7th same month, I have submitted claim to Foschini at Johannesburg CBD and the consultant who has been helping with the claim is Kitso.

Since then I have been going to the store to find out about the progress of my claim and the feedback I received is that they have been requesting the policy schedule from Foschini South Gate mall and they are not getting help. My question was since the insurance was done at Foschini where I purchased the phone at, every month they deduct monthly premium from my account, why is it difficult for them to obtain the documents they need to process my claim = no response I asked them what is it they need from me to assist with the claim = no response They still deduct the money for insurance and is added to my instalment even after I submitted the claim - what is it im paying for since the phone is lost and they have that on their records. I need the Head Office to process my claim as I don't have the phone and I paid the insurance as expected, failure to assist with the matter I am taking this further with the Ombudsman.