TFG DEVICE INSURANCE IS A ****

I lost my phone on the 27/05/2024,then went to one of the TFG Totalsports store to report the claim from the insurance. I submitted all the required documents for the claim and the store lodged the claim to the TFG DEVICE INSURANCE on my behalf, was told that i will receive the sms in 5 working days however it has been over two weeks now waiting for the communication from the insurance. Everytime I call to enquire ,I am told different stories with no clear solution, though every month my money is being deducted from the account....Is TFG DEVICE INSURANCE A **** OR WHAT EXACTLY??