Unresolved claims, poor service, poor communication skills

I bought my niece a phone last year December, it was ****** this year June. I registered a claim on the 22 of June. I have been taken from pillar to post. I have been calling Finrite with no luck, sending emails with no response. On the 28 of July Finrite sent an email that my claim was resolved and money will be loaded into my jet account end on August in order form me to get a new phone. I then went to the Jet store end of August to get a new phone, however they couldn't help me because the email didn't have a reference number. They then called Shova to get a reference number, and that's when we were told that there was no claim registered, they will register a new claim for me since Hollard is no longer working with Finrite. A week after I registered the claim, I called Shova to find out what is the status of the claim, they sent an email that my claim was declined, one of the reason was the claim is beyond 31 days. I took it up with Hollard complaints department to review the decision made by Shova and I never got a feedback from them. I decided to call them today, I was transferred to 5 consultants, none of them know who handles the Jet device insurance claims!