Mrp phone insurance

I bought a phone from mrp Bay West in port elizabeth on the 19th of May and took insurance that covers everything. On the 1st of September reported it ****** as it was ****** in checkers Bay West. I have been waiting +- 5 weeks for the insurance to replace my phone. I have been going into the store they didn't see an insurance claim on their systems I've called in and the number they gave says it does not exist. It's back and forth the whole time. Tuesday I phoned in again because I got a new number on the Internet the guy that's handling my insurance claim said the insurance doesn't want to replace my phone as there's no insurance taken but I was charged for the insurance I paid for it it's on my slip. I'm still waiting till now and I'm tired it's ridiculous now. I would not be buying from you again and I'd be canceling my account soon. I'm tired of waiting for the SMS.