cellphone insurance

I insured a cellphone at foschini pavilion on the 01-11-2014 but the insurance installment is not reflecting on the statement and I called the store to report the matter and they said they will speak to the insurance company but when i called finrite to find out if my cellphone is insured I was told that the store did not send paper work through to them and I called the store and Dru insisted that she did send through the papers it been two months now I still do not get a go ahead.I am very disapointed with both the store and finrite because it clear that there is a poor communication between the two.