Bad device insurer

I have a device insurance with the company since 2016 and madea a claim in 2017 and got a replacement device then, continued with the insurance till date. Recently lost my device went to the branch in pretoria the grove to claim only to find out my policy documents were never sent to head office and no documents were at the branch since its more than 5years as they keep them for only 2 years only. The consultant at the store told me that the previous consultant who assisted me then has left the company. I have been calling head office for customer service with no assistance even calling the finrite people with no belp since they dont have my policy schedule. The consultant advice to put in the claim anyway without IMEI number and stuff and that i will eventually vet help, it being more 3 weeks and i went back to check about my claim yesterday regarding my claim and i was told they havent recieved my claim lke it just got lost. Its so frustrating i have being paying my insurance for yhe past 5 years for what? I wont advice anyone to be covered with their device insurance, i just wasted my money i am currently without a device because thier stuff didn't do thier job properly and they dont care. Its almost 4 weeks without a phone.