Cell phone insurance

<p>My mom has Foschini account and took out insurance after buying a phone at Foschini. The phone was ****** and she took out a claim...she did all the necessary steps. Foschini then called to say the insurance company will not be approving claim so no phone. Their reason was that her Foschini account is not up to date...what the hell? When my mom made arrangements for her monthly installments she asked Foschini about the cell insurance and they said not to worry it will be deducted like normal and its still active. Up until today they have been deducting the insurance money and when we told them about ****** cellphone they checked on system and said not to worry the claim should go through, because insurance is up to date and being paid. We already waited long for them to process claim and now we get this nonsense...we want the phone. We will take further steps after this. There are many people complaining about this exact same thing with this insurance. When can we collect phone?</p>