Fochini cellphone insurance

Good day,

I would like to express how disappointed I am with the substandard service I have received from TFG Foschini Cresta Mall.

- I submitted my Insurance claim on 26 April 2021 it was mentioned to me that a person from the cellphone insurance will call. Till this day I have not received confirmation of when the phone is ready. All the consultants that I have spoken to mentioned to me that their system does not pick up my ID. In addition, I was advised by the cellphone insurance consultant that I should fetch the claim form including my phone from the shop and do the submission myself.

- On the 10th May 2021 I went to Foschni Cresta mall and I was told that they can not find the claim file therefore I should come back on Wednesday which will be the 12th May 2021 because the person who is in charge of the insurance claims is not on duty and will only return on the Wednesday. -At this moment I have no idea what to do. Please can this be escalated as soon as possible

I am looking forward to your response