Insurance claim

I have a insurance for 2 cellphone with foschini and everymonth insurances are paid. In October my phone was ****** and reported it, got case number, and submitted claim forms to one of TFG shops which is Markhams in Megacity in Mmabatho staff were so helpful throughout i did not encounter any problems with them. My problems comes from insurance company since day one they have been sending me from pillar to post, the phone that got ****** it was sold to me over the phone from HiOnline as they usually call clients randomly and sell products to them, everything was done through even the insurance, now i am told to submit policy schedule of which i do not have it when i contact them they say i took policy from the shop of which they can't give me the name of the shop for me to go there and get the policy schedule. No one is intending to assist me from this insurance company. I need you to assist me to get assistance from them as they are sending me from pillar to post, and i call them they don't care to call me back and update me with the claim. But insurance is paid every month from my account clearly they are not intending to process that claim. Please assist further