Billed for a Lost Phone

i have not receive any repose from the absa regarding the cell phone claim made, what surprises they continuing deducting R127.64 monthly and now is being 3months (R382.92 while they promise to investigate and comeback. So i don't how long does the investigation takes while deducting premium for the R9000 gadget as stipulated on the policy but am told to to accept the sum of R3999.00 less excess of R500.00 being net settlement of R3499.00. don't have a person whose efficient to do the job with a time frame, its been more than three months now.