Sterns and insurance company

My wife bought a new phone for them in Port Elizabeth at Greenacres last year early December for a minner the person was ******. During the transaction and the completing for insurance the minners details was not on the forms because my wife didn't have her ID number and the consultant who was helping told my wife to just put her details in. I handed the claim in 2 months ago I'm still waiting for feedback this morning I received a call from the consultant at Sterns Greenacres telling me that the insurance underwriter spoke to my wife on the 23-04-2018 I told her I'll get back now to her I then called my wife to verify and she said she spoke to nobody and all her calls get diverted to me. I then called back requested the records of the call. I would like to know as a manager from the store she does nothing in her power to assist with anything when she was supposed to get back to me with feedback also knowing I was coming to the store she wasn't in work and let the junior stuff handle this matters. I'm my opinion I think she should be removed from the story and all staff needs proper training also the insurance company they using is absolutely useless and *********** we pay alot of money for insurance but yet they don't call you as the client but the store to get to call you and find things out

I hope sterns Head office gets back to me before the end of the day with a solution for my problem and have answers on wats the way forward