Poor customer service!!!

My experience with the insurance company at totalsports south gate, is extremely bad. Bad customer service, it's like they don't care at all about a customer. When a customer lays a complain they don't even make a follow up. Poor customer service is what they provide. I made a claim for my device and submitted all the documents but now they are making me runarround like a headless chicken, as if i was not paying the insurrance. I have went to the store for a follow up several times and they are promising to get back to me with the approval of getting a new device but instead theres nothing. What is even sad is that i use the device for work, so how am i supposed to do my duties without the device? How will i be able to pay the insurance in future if i wont get payed. I am so desapointed with them.