Foshini device insurance

I bought a phone is 2015 and I also took insurance. The phone is no longer working normally and I took the phone to the store and I submit everything they require, after 2 weeks I receive a call saying that I claim is pending signed claim form, tried to call sportscene keywest with no luck, until I went to the store and they resent the claim form and everytine I need to know the progress I need to call were I will need to spend time to reach someone to assist and the consultant are always clueless. I just call them today and they want the store details to me , how will I know the store brand code and the store number is not working because they Said they no longer have the phone since they are renovating so now because the store does not have the phone my claim can not be processed. TGF insurance is a **** shame I regret taking up cell phone insurance with them ???