Terrible customer service regarding a ****** Cellphone claim

My husband and I bought a cellphone on account at the Somerset Mall Mr Price branch in 2023. We also took out cellphone insurance for the phone which is still being deducted monthly. In May 2024 the cellphone was ****** at work. We opened a case at SAPS. We reported the matter at Somerset Mall branch who provided us with the documentation to complete including the SAPS case number. A year later we have been struggling with the claim to get a new phone as according to them and the insurance department we did not have insurance. Until today we have not received any call or email from MR Price regarding our claim or the insurance.