Insurance claims

I submitted a claim for cellphone at Foschini N1 city 3 weeks back, No one has contacted me, after a week I called the insurance claim department and I had to explained again on what happened, they said they need to verify with Foschin if my account is up to date. on the 24/2/2023 I called the insurance claim department for the whole day, I will get thru, they take my ID number and put me on hold for 30 minutes and hung up, that happened 3 times. why are they not getting back to me, why is it taking this long. the other lady said after a whole 30 minutes the system is offline. I need that cell phone for my business.