Jet insurance

I took out insurance at jet for a phone, that was in Butterworth. I went to claim in December already. I had no answer from them, i then went back, they kept doing run around. I called headoffice they told me no insurance was claim, i went back to Jet Butterworth they told the lost my documents i should redo them, i did. Until now i haven't heard from them

Thank you Qhamisa ***