Unprocessed phone insurance claim

I was ****** bavk in 2017 on Christmas day and my Huawei P20 lite was taken from me at gun point, I submitted my claim with the Exact store in the Eastrand Mall, they took the box of the phone and the paper work and was told by Nomusa that it has been submitted and was being processed.A year later I had heard from any of them and was quite far from the Eastrand Mall I made time to visit the store again but was told no one knows anything about my claim and that Nomusa had been moved to another store.Called TFG to find out if anything was received by the office and was told "it's still being processed" until this day I don't have my device nor any information whatsoever as to when my claim is going to be covered.I have received such a nonsense service from TFG and I am not happy about always being reminded to pay my account when nobody wants to remember I have an unprocessed insurance claim.