TFG - Accepting Payments and not Honoring the Service

May daughter bought a mobile phone from Totalsports Potchefstroom in early 2017. Her phone was ****** April / May this year. SAPS case was made and all documentation was submitted at Totalsports Somerset Mall. The attendant at the store was helpful and confirmed and showed her that her claim was submitted twice. Well it is now the 17 July 2018 and still nothing, not even a call or what is happening. What is the point of paying R53.00 a month for insurance and nothing happens. This is TFG's last opportunity to resolve this matter. The next step will be the short term insurance Ombudsman.