PATHETIC SERVICE

Been a loyal customer for TFG for the past 7 years. I bought a cellphone from Foschini and it was insured by Finrite.I lost my cellphone and I went to Alberton City and assisted by the lady who had a don't care attitude the moment I walked into the store. After spending 1H30 hours at the store she eventually took my form saying she was sending it through,she tells me her part is done i should be hearing from Finrite.Iwaited hoping to hear from them until i decided to enquire to be told that i should go to the store,as they should be making calls not from store.I have been to the store and i was told that my paperwork is no where to be found?Is that what Foschini resorted to in the service they offer to their client?Can somebody do something about this?