Bad service

Bad service .at sportscene cell phone insurance .I lost my phone April on the 09 I reported at the police station I did everything that needed to be done and submitted the document on the 11 at Midrand boulders sportscene.waited for their call without any respond .I went back to check with them since there is no respond .the guy who helped me said the insurance company did not received my claim .he resend the document again and nothing happened .I went several times to do follow ups Everytime when I get to the store they say not all document were sent .I even bought my self a new phone as I was waiting for their respond with no luck it's been 4 months and they keep on deducting insurance money please help me hello Peter to get my phone