Worst Customer Experience Ever

I lost a handset which is insured by TFG (through Finrite Administrators), on 15 December 2018. I reported the matter, but when I called TFG, they transferred me to Finrite who actually told me that they never received policy documents from the TFG store I had bought the handset from, but I had been paying the insurance for over a year. I was instructed to blacklist the handset but I could not get assistance from my service provider(Cell C) without an IMEI number which Finrite and TFG had failed to provide to me. We went back and forth with the matter, with all the efforts to resolve this, obviously coming from my side. I put in a claim as per their process, but I did not get feedback. I submitted the documents again in February 2019 at Totalsports Sammy Marks, with the hope that something will be done this time around, as the lady seemed like she knew what she was doing. Days, weeks, months went on without any response, even to this very moment as I am typing this, I am still waiting for a response from TFG or Finrite. I have gone back to Totalsports Sammy Marks multiple times but no one wants to assist. I have called Finrite multiple times but they are also unwilling to assist but very willing to take my money for a service they cannot even provide. I have lost all hope in TFG as a whole.