AdminPlus: No response on Insurance Claim for almost 1 month

My daughter lost her cellphone early in January 2021 at Sandton City. She has a Telkom contract and her phone is insured with Admin Plus, Telkom's insurance brokers. She made an error when submitting her claim and blacklisting the phone/reporting the matter to police. She used the IMEI number of her previous device as the boxes she has at home look identical and the lids of the boxes were mixed up.The previous device,an IPhone X was taken in by Telkom in 2019 for repairs and was not returned to her as it could not be fixed and is thus not in her possession.They replaced it with an IPhone 11,the phone that was lost .

The mistake was reported to Admin Plus after the error was discovered, and my daughter enquired regarding how to proceed/ rectify the situation.

Many follow up calls were made and emails were sent to enquire about the claim without success.

Admin Plus is still debiting my daughter's account with the monthly insurance premium of R295 even though the insured device is no longer in her possession and they have not provided feedback on the outstanding claim. No formal feedback has been provided on the claim as at 15 February 2021.