Shocking and abusive service from Markham Midlands Liberty mall PMB

I bought a phone at Markham a few years ago and took up insurance for the phone at purchase stage. On 14 August 2020, my vehicle was jammed at Longmarket street in Pietermaritzburg and my personal belongings were ****** including my phone. I reported the incident at the nearest police station and subsequently personally visited Markham at Liberty mall Pietermaritzburg to report the missing cellphone and lodge a claim. Since then I have not heard from anybody instead I have been the one following up with them telephonically and in person. Every time they would advise that the claim was repudiated without reasons. Every time I asked for reason(s) they advised that it would be further investigated and they will revert back to me. Again on 30 September I visited the store and they advised same, they further advised that they would contact me after 3 days to explain the outcome. At this stage I am seriously confused never mind being annoyed about they horrific service and lack of sympathy I am getting from Markham. It's almost as if every person I have dealt with has no idea whatsoever about the outcome, yet they keep saying that my claim has been repudiated without reason(s). To this end, I am looking for assistance with the replacement of my phone as I have been actively been paying my premiums on time over the years thus expect to be treated fairly as a customer regardless!!!