POOR SERVICE

I bought iPhone 13 at the V &A Cape Town on the 23rd December 2024 , when I left the store they told me my insurance has been processed everything is good . I received an email on the 2nd January 2025 that my details are incomplete . On 6th January 2025 I sent all the details they mentioned , till today I have never got any response to confirm they received the documents nor anything clearing my insurance has been approved no acknowledgment or whatsoever . few days later I sent an email again to the email they sent me to ask have they received the documents still no feedback . It seems like you guys are waiting to surprise me the day I go and claim and say my claim was never submitted because honestly how long does it take to type a feedback and insure your customers about the process to put them at ease ,is this a **** or what ?