Poor Customer Experience

My phone was looted in their shop since last year July, I went there in September a lady took a picture of my receipt and said she will submit it to the insurance, early this year I went back the shop was opened and they ask me for the receipt again, a lady by the name of Habiba has been busy telling me stories like, how can Sasria Pau a claim and they open a store and trade while they still owe customers their goods, she has been telling me about their broker, basically I don't care it's almost a year now and still my phone us not back, while ymthey are running business as usual