Very bad service

On the 2nd October I went into the sportscene eastgate store to claim for a cellphone insurance, I had all the documents as they requested. I was assisted by a guy by the name of Bongani, ever since I submitted the forms I have had no response from the store or the insurance company, to let me know how far with my claim, instead i have to follow up on a weekly basis, and when I followed up the first time the store told me they sent my documents to the wrong email address, and after 2 weeks they phoned me to say I must come to sign in another document. Then Bongani said he will give me feedback on the status of my claim after a week, which he sent me an email today the 18/11/2019. I strongly feel that the guy who is assisting me with the claim doesn't know what he is doing. Because I am taken from pillar to post no one seems to know what is happening, I am honestly disgusted with the service you give to your customers, they have sense of urgency. I have not skipped any payments when paying my premiums so I really want to understand what is the held up. I am honestly not happy at all. Your earliest response will be highly appreciated