TFG Insurance Unprofessional and ****mers

I have a cellphone insurance with TFG Foschini store policy number PFGMA***. I lost my phone back in February (2023) this year and i put in a claim with them and till this day (21/09/2023) i have not received a new phone i had to create new debt and purchase a phone on credit/ account whilst I'm paying for insurance that is suppose to assist in dire need. if any one can help me with the process of opening a case against these people as they have stop responding to my emails and calls.