Cell phone claim Unhappy customer

I bought a cell phone at Sportscene Tsakane Mall June 2019 and joined their cell insurance. The phone is now damaged and I took it to Sportscene on the 10th of November. To date the is no communication from the insurance and Dimpho has been helping even calling the insurance but the insurance has not collected the phone yet so quick to debit the account. How long does it take to claim a cell phone?