tfg claims insurance( their not loyal to their costumers)

Good day,I have a problem with tfg claims insurance ( Foschini) ever since I lost my phone last year 25 November so I reported it the same day,they told me to do the follow ups the following week which was on the 29th November 2022 then I did,they then told me they didn't receive my claim form so the lady working at at Foschini email the claim form & I also did email it again,ever since then they never bother by keeping in touch with me I was the one calling checking how far with my claim,till to this date I didn't receive anything and their busy deducting my money every month while the insurance failed to fulfill what we agreed for,iam very disappointed