Cellphone insurance claim messed up

Please sort out your insurance claim for cellphones. On the 3rd April 2019, I went into Exact store at Galleria mall to submit a claim of my cellphone that was ******, then recovered damaged. I left the phone at the shop and was told they would send it to be assessed. I kept going into the shop to check for feedback since nobody was calling me. I received an sms in July to go into the shop to choose new phone since the claim was approved. I went into exact store and Debra assisted me and called Finrite. They informed her that they will fix my phone and not give a new one. My broken phone which was now fixed was delivered at exact store I was called to pick it up, but I was then informed by the store assistant that the phone had no Sim card slot. I refused to fetch the phone and I have been calling Finrite trying to fight the issue. My phone had a Sim card slop when I dropped it off. I was told it my word against their's. In future please have a checklist or photos that store assistant can take in order for customers to also have prof that is recorded.

It has been over a year, I refuse to take a broken phone that was meant to be fixed but came back worse. I have been paying my insurance premiums but you have failed to deliver. The store assistants were always willing to help and call finrite sometimes the phone was never answered by Finrite. When I tried to call finrite myself the last agent I spoke to did not want to put me through to complaints department.