Inconsistent feedback from Game/Hollard insurance conultants

I lost my phone on the 21st of Jan and placed my claim on the 24th. I have been receiving conflicting responses every time I call. One consultant told me I must provide motivational letter, which I did. Then another said my claim has been authorized. When i called again no authorization had taken place. I was then told my claim would be escalated.

I have emailed Game/Finrite to express my frustration and haven't gotten a relpy. I really don't know what to do because at the Game store they say the insurance is between me and Hollard so they can't do the claim for me.

I doubt there is a functioning system at this company. This is incompetence, poor customer service and possibly a ****. I am also uncertain of who to complain to because I took the insurance with Game but there's also Hollard and Finite involved.