TFG device insurance Claim unresolved matter

I am so disappointed with TFG insurance Claims monitor with their service I have laid a claim for my device which I purchased at Total Sport, it's been more than 3 weeks there was no one who contacted nor updated me with the claim. Instead I am the one who has to call and ask for the update this is ridiculous considering the fact that these are the very people who who don't miss a chance to remind you when you miss a payment i paid for a service but my question is why am I not getting any assistance from TFG. Today I spoke to Philasande when I spoke to her She said she was only going to do the process today which surprised me because the guy I spoke to last week said he was going to do the same thing so clearly someone didn't do their job or I was **** to.