cell phone insurance

I had cell insurance for my son which covered loss,theft and damage. When my sons phone got damaged I sent it to foshini on 02/08/15 & was told phone will be ready in 5 days by NkOSANA. ON 21/08/15 I phoned shop for feedback Zodwa answered & told me phone still on store cupboard they didn't know what was the problem since Nkosana was on leave. She told me to come to shop & fill some forms, I did same day, was helped by Zodwa & Jane. After that incident my nightmare startrd every time I phoned the shop nobody could give me a clear feedback. Only on the 25th October after fighting with them I was told my claim has been declined but nobody could give me a clear reason why repair was declined. I the demanded my sons phone back and cancelled the insurance.