Where is my cellphone

I made a claim on my cellphone insurance on the 20th June 2015 and nothing has come out from this claim. I've been going to the store countless times and been calling the Finrite. On the 31 December 2014 (6 months down the line) I was told they eventually loaded the claim last week but the IMEI number is different from the phone that was initially insured. This is because when I took my phone for repairs at the same Foschini Promenade in 2013 they exchanged the handset. When they exchanged my phone, they did not make a note on my insurance that I recieved a new handset. This is total incompetence and now I have to suffer because someone did not do their job as they shoud have done it. I do not understand why I have to be delayed for now 8 months when I have been paying the insurance premiums on time when they were due. A lady who deals with cellphones at Foschini Promenade ( Carmen) now known me personally as I call everyday to find out the status of the claim. I have to be honest she has really assisted me but now it seems like she's also reached her limit. The consultants that I spoke to at Fi