Poor customer service

I bought a phone for my son for school at Game and I was pressured by a consultant to take insurance. I took it, I paid my premium every month without skipping any months. On the 14 of September 2020 my son got ****** and they took the phone and the money that he had. I went to Game at Jabulani Mall to claim, they told me all the procedure that I need to follow when claiming, I did that and paid the access. Now it's been a month I have not received any feedback from them. I was expecting that the very same energy the consultant had when forcing to take insurance will have when I am claiming. I need the phone ASAP because my son was using it for school . I need a feedback from the insurance people not me running after them.