i have made an insurance claim

I came to make an insurance on the 31st of March 2016 they said i must bring the papers of the phone that i bought in 2014 with them all i have got an account with them. Now the insurance is approved now my accnt is blocked they said i must get a letter from work i did that i went to the store the Nambitha lady told me that their machine is not work i insisted that she helps me then she faxed at markharms 5 times that day she's not going there again,we ended up going to sportscene to fax there we met up with who told me about the bills of his store going high and staff bt he ended up helping nw we went back to the store ,she phoned a guy called joburg thn raaiq thn raaiq told her to phone Pamela who left work at 4 then i was told to come following day and now the lady is not available all i want is my phone they making me run around like a headless chicken for the insurance that i have been paiying