cell phone service

Don't know what to do as I am so appaulled by the received from TFG group who wants me to do there work but I am a customer I have cell phone insurance with tfg and a claim was approved as I got a call by foschimi store blure route and when I went for replacement they say I cannot have it as the insurance says they did not receive a phone how can this be if I got an sms they received it,I am using a ph that is not so functional so I am lossing business and all my msg cannot be retrieved. The store manager promised to call but still waiting after 8 weeks, R125 airtime and R200 petrol doing fellow up they still not taking ownership.who is going to reinburse me and is this not an issue for insurance ans store to work out and stop keeping me ransom. TFG please train your staff as they say they had 5 people resign and now they don't know what happening. Sick of waiting and loosing money but when I need to pay my account I have to do it on time