Complaint

I took out a cellphone insurance with them,the phone was ****** yesterday,I went to their store with everything that they need in order to process the claim but I'm told to wait for a week I will hear from them after a week,how do I run my business without a phone,my cousin insured her son's phone with Edgars and they took few hours to process the claim when her son got ****** from school now I'm failing to understand why Foschini need takes too long I was even told by the lady who assisted me in store that there are people that have been waiting for 2 months,I mean what is that?