Handset Insurance with Sterns

The je service at Sterns Mall @ Carnival is pathetic the store manager there needs training on customer service firstly she doesn't now how to engage with a customer she has a terrible attitude and lastly she does not follow up on customers query she cant even pick up a phone to inform me about me query. I'm a loyal customer to that store in 2021 I bought a set of wedding rings with 2 watches for myself and my husband and on the same day I bought a phone (including insurance) which she the store manager advise that it is a onve of payment for insurance. I went back there a month ago with all the relevant information to claim insurance for my lost phone and on the same day a bought a watch for my daughter even after the bad service I got when I bought my wedding rings(loyal customer that I am). It's been a month and no can give me feedback regarding my insurance claim I went to the shop several times and she kept on saying she will phone with feedback. Within a months time she only phoned once and said "I cant get hold of the insurance department" with no shame. I have been working in retail for 14 years and never have I treated my customers like this. All I want is feedback back regarding my claim. I will never make my way to Stern Mall @ Carnival again and I wouldn't advise anyone to go there the service there is just pathetic.