Insurance claim

I bought a phone for my son on my account at one of the Tfg group stores (Foschini). I also took out insurance for the phone. On the 19th of July at about 15:00 my son unfortunately got rob when he was send by taxi to buy a car part for his grandfather. They took his wallet and his phone. On the 20th of July within 24 hours I went to Foschini with the necessary documents to put in the claim. Until today they have not given any feedback.