Cellphone claim from TFG monitors insurance

On the 23rd of January 2024 , I submitted a claim at the TFG store and I was told in 24 or 48 hoursI'll receive some sort of communication. On the 26 of January I decided to call Monitors administrators to enquire what's the hold up since they told me that I'll receive communication and I didn't and I was told that they have backlog and I said okay. The following week on a Wednesday which was the 31st of January I decide to call them again and to my surprise they claim they didn't receive any documents from me and I should go to the store I submitted my claim. Funny thing is I saw the shop assistant send those documents cause he showed me everything. I decided to go to the store and the shop assistant calls the Monitors administrators and they request to talk to him and he again sends those documents and the administrators says he received the documents and I'll receive communication in 24 or 48 hours. Again I don't receive any communication and I decided to call them on the 2nd of February wanting to find out exactly what's the problem and I get some administrator by the name Megan who tells me that I didn't submit my claim forms and nothing can be done without them. Yet when me and the shop assistant called them on Wednesday a Monitors administrator by the be of Shaqueel confirmed that they received my claim forms. Till today I'm still waiting. Exactly what's the point of insurance your devices if you cannot even claim from insurance when they're ******.