Delayed Claim

I reported to Sterns, Greenstone branch that my wris****ch (which I also insured with them) was ******. I gave them a police report, the purchase and insurance receipt and also filled their claim form. It's been over a month and they keep passing the buck. First they told me the Eastgate store where I bought the watch is delaying the process and that the insurance company (Finrite) wants the purchase invoice from them. Then it's a story about the Eastgate store not able to find the invoice and the insurance company going mum. And today, they are telling me the insurance company said they are investigating the matter. I haven't received any sort of call or anything from them and I wonder what they are investigating. I want my wris****ch replaced as that is the rationale behind insuring it.