Dissatisfied customer

I lodged a phone insurance claim at Foschini, for my ****** phone in February 2024, I have been calling them since then, they said the claim is being escalated due to one of their customer service operator's fault to activate the insurance. I have been with the insurance since I bought the phone in 2021. Today is the 1st of May 2024, and have not received any feedback from them. I am so disappointed with their poor service.