cell phone insurance claim

I lost my insured phone which i bought at Jet Alexandra Mall and i submitted my claim and waited 5 working days for the approval but i never got any correspondence from them so I went back to the store and sat (stood) there for about 2 long hours only to be told that i should check again after 48 hours. i went back a week later and after waiting in the store for about two hours i was told they can not find my file so i demanded to see the Manager ( Mr Peter) who told me he can not assist me until the cashiers find the file and that it is probably somewhere at the drawers because it could not have walked out of the store. i back to the store two days later and they have not find my file and they can not assist me so basically my claim will stay pending until my file is found which can take forever while i am still being charged insurance premium every month. i am really DISAPPOINTED by the service i received from both the Cashier Millicent and Manager Peter. My claim ref: IC ********** ********** 791. I am praying for a Miracle cos the store will definatly to help me.