Incompetence , in effecient services

I purchased a J4 Samsung cell phone on the 7th October 2018 at Foschini (Pavilion) in Durban, and on the same day I took out insurance for the device. The company is TFG insurance. The device was ****** and I went to lodge a case at the police station which they then gave me a case number. 3 March 2019 the claim form together with affidavit and claim number was lodged at the Foschini (Galleria) in Durban. I was assisted by Ms Ayanda. 5 March 2019 , I got a call from Ayanda stating that the insurance company has confirmed receipt of claim form. 11 March 2019 I called directly the insurer to obtain status and I was told by Shanice that application has not yet been loaded on the system, it will be done on 12 March 2019. 12 March 2019 I called insurer and spoke to Winnie who said application has been sent for authorization. 14 March 2019 I called insurer and to Felicia who said application has been sent for authorization I must call back on 18 March 2019. After I had spoken to Felicia I received and sms from insurer , stating that they have received my claim form, its gone for assessment. On the same day I got another sms with a link to use when checking status, I went on the link it read, claim cannot be finalised due to outstanding information, they wanted a short description of incident. 19 March 2019 I phoned the insurer and spoke to Toni whom I told about the link message and I told him that an affidavit was attached to application. He than said that I must ignore the msg the details have been updated. and I will get a new sms before end of business today. Which I did not get. 20 March 2019, I phoned insure and spoke to Ethan who again told me that its gone for authorization. I expressed to him my frustration of being told one and the same thing, I told him how may times I have phoned and not getting clear update, he then put my call on hold for 17 minutes and then said, the application has been approved , I must go to a TFG store and I ask them to call the insurer while I am at store, so they can email voucher. the call got heated when I asked him what is the turn around time for processing of claim, he than said its 3 days. I then asked what was the delay with mine, he could not provide me with an answer, and said just go to the store and get a voucher, he was loosing his cool ,I then said what do I give the store, I asked is there a reference number for the approved claim or what is the access fee. 22 March 2019 , I receive an sms from insurance stating that my claim cannot be finalised because of outstanding information., I then phoned and spoke to Fikile who said she can not assist me because system is down I must phone on 23 March 2019. I then asked her is the system going to be down the whole day, she then laughed and said I quote " okay you may try later" The level of unprofessionalism I experienced with these consultants, there have no sense of urgency, I was put on hold for all my calls for more 5 minutes per call. I could not get a straight answer on he delay. Since I have lodged this claim , they have increased my premium but I still have not been assisted. I would not recommend this company not to anyone. I would recommend that the staff member are trained including the line managers on how to handle customers, and to have updated information.