Cellphone Insurance Claim

I submitted a claim on the 25th July 2015 for a ****** cellphone and still today I have not got a replacement phone.<br> <br> I went to the store yesterday in Vaal Mall and they called the insurance to ask what is happening with the claim and they tell me that the Insured person is not the same as the one who was using the phone, regardless of the fact that they lie. If I insured my phone and it was not with me when it was ******, I should still get my replacement. <br> <br> I have a copy with me that shows who is the insured and who is the account holder, so I do not know where they get that copy and who signed it. I am really fed up with the insurance company for TFG as their consultants don't know how to explain somethings to the customers. I went to the store four times and the lady will have to wait on the line for about an hour or two just to talk to a consultant and then it might take another 30 to 60 for them to say what they also don't understand.<br> <br> I also have a complaint about the cellphone insurance as I was still billed insurance from Jan to Oct for the phone that was replaced and the insurance says its the stores fault while the store says its the insurance who should stop debiting.