Insurance claim suddenly goes missing at DONNA-CLAIRE

So my dad bought a cellphone (MobiCel) from Donna-Claire on account. The account that my dad bought with is a Markham Account ( Acc no. ********** ********** 05366) - Under Mr M M Tshetlo.

Unfortunately the phone got ****** early this year and was reported by my parents to the store as ****** on 28 February 2018 as Mr Tshetlo has also taken cellphone insurance when he bought the cellphone. Now it even appears that he has two insurance that he is paying including the previous cellphone that he also had with The Foschini Group. Anyway, everything was submitted by the lady from the the shop for the insurance claim on the 26 February 2018, this would be the affidavit, the serial number, etc. needed by the insurance company.

Now my parents keep following up on the insurance claim and they are given empty promises and it seems no one knows where the claim is lying. Mr Tshetlo n ow had to go do a sim swap and try to borrow a cellphone from a friend in the meantime while he is waiting on Donna-Claire to approve the insurance claim which has been with them for almost 5 months. Bare in mind that he is still paying for the two insurance premiums but not getting joy from Donna-Claire.

This is really unacceptable because we pay our accounts on time and pay for insurance premiums when they are due, but when the time comes for when the service provider to play their part they fail us,

What should be done now? I mean really?