Tarnishing your brand with Fairtrade Solutions

I have taken out an insurance policy with Fairtrade Solutions on recommendation from one of your staff members at the MTN Menlyn Retail branch. This was done in good faith as I have always received good service from MTN in general, and thought the same would go for this company. On 10/04/2015 my cellphone was ******. I arranged for the number to be blocked and got together all the paperwork as requested. Up to date I am still waiting for the claim to be settled. A lot of correspondence has been going back and forth, with them offering me inferior replacement phones to what I had. They even revised my excess payment, which I have entertained. I have also requested a copy of my insurance contract but to no avail. I'm extremely disappointed.