2 Weeks and still awaiting feedback

Hi good day. I would like to lodge a formal complaint against Pineapple Insurance. I sent through a claim request on the 25th September 2024 due to my phone dropping and getting damaged, I am currently insured for cell phone damages and comprehensive car insurance. Pineapple responded and said the claim would take 2 to 5 working days to process. It is now 2 weeks later (14 days), and the claim has still not been resolved. There has been minimal to no communication from their side to let me know why it has taken so long. I called them to get the details of what is going on and was told that the claim is on hold due to a discrepancy on a judgment on my personal name of which I was not aware of, no one contacted me to notify me of this issue. When I first opened the account with Pineapple, I was upfront in an email and told them I had been for debt counselling a few years ago during Covid when our business was hit quite hard and asked if that would be a problem, they did not respond and started debiting my account so naturally I thought all was ok. I`d also like to note that I insured the vehicle and phone under my business account DASILVA HOLDINGS SA which has nothing to do with my personal account or finances, the business is a PTY ltd and separate to my personal name so it should not even affect the cover in the first place, the business account has a good creidt history unlike my personal account as explained earlier. I have paid all installments to Pineapple up to date and have never missed a payment. I have also followed up with their consultant on a few occasions to ask if everything was in order, they said yes, I am 100% up to date and fully covered which should show on their system, why was nothing brought to my attention up until now, they had plenty opportunity to notify me of the discrepancy. I am not getting feedback, and I don’t have a working phone which is affecting my business and living. I am unable to access banking apps or contact clients and losing money daily as a result. I have asked for a manager to contact me, and I have not been called once in order to resolve this. I have to keep phoning them to ask what is going on and I am still not getting any feedback. Please may I ask for your assistance in order to resolve this issue and get my phone repaired as I have been paying them for the service.

Your feedback and guidance on resolving this matter would be hugely appreciated. (Correspondence below)