Insurance delay

My mother bought me a phone on the 7th December 2024 including insurance.

It was taken on the 15th August. I then went to foschini to claim and was told that I need to block the phone at Telkom which I did as well as the Telkom number. I then went om Sunday to submit all the required documentation.

I asked the gentleman that works at Foschini Blueroute if I'm not late in claiming and he said no as I'm within the reporting time.

A week or 2 weeks later I'm told that I need to submit the policy schedule and block the mtn number that I was using.

A day or 2 days later my mother receives an sms that the claim was declined with no further information.

She then receives a other sms that she needs to call or send an email regarding the claim. She then sends an email asking for more details. They respond stating that she needs to send the policy schedule which has been sent to them. It's been a week now with no response.

Claiming at Foschini is a nightmare as of they don't want to pay even when everything has been submitted. Also if the claim is denied, why are they asking us to send a policy schedule?

This needs to be resolved as soon as possible. I'm even thinking of taking this matter further. It's been more than a month and still no solution.