Pending cellphone insurance approval

I would like to lay a formal complaint against Foschini regarding my mom's cellphone insurance which she claimed for loss on the 04/08/2026 .The claim is still pending due to my mom was using 2 simcards which she blocked.Vodacom was able to assist with the *** unfortunately telkom couldn't assist because on the box its only 1 *** visible.Their insurance department is taking us from pillar to post regarding the 2nd *** which is required in order for our claim to be approved. Please intervene and assist us in resolving this claim with foschini.My mom's details are ME. NGCOBO Policy no *** ***.