Poor service

I have a cellphone insurance that I took at Foschini Uitenhage store, last month I launched a cellphone claim due to *******. I then received an sms indicating that my claim is being processed, after a week I went to the Uitenhage store to do follow up, I was shocked to learn that they said I had canceled the cellphone insurance without my acknowledgement or consent. Bare in mind I have been paying without fail and my status shows that I've been paying well. The insurance then said they will escalate the matter for further investigation, I was told to wait 78 working hours. It has been almost a month of waiting for a call, I went to the store Wednesday 23 June, and I was put on hold by the insurer to pick up my call bt they never did. I need this to be resolved, as I am losing my patience.