My phone insurance claim at TFG

I bought my phone 2020 at Hi store at vaal mall I took cellphone insurance same day it was on the 28 february.ive lost my phone on the 21st November then went to the the store to on the 25 November to fill up claim form.i was the when that guy sent my documents to the insurance company.on the 30 November I called phone insurance company to check how far they told me they didn't received anything.on the 4 of December we did send again document I remember the person working there said he received my documents.on the 8december got sms saying they have received my claim,on the 11 December I called again to check how far now they are telling me they didn't receive my affidavit how so because I already received sms.everytime when I call to the store they told me that that's what they hear from insurance company it seems like I'm not the only customer who complain about the insurance company.can I pls be assist to get my new phone because tfg phone insurance it's not helping with anything.im tired of them but they take my money every month I'm disappointed with ***