Cell phone Claim with Telkom Admin Plus

I lost my phone on the 28 February 2021 then opened a claim with Telkom admin plus on the 3rd March 2021(claim number 50397). I haven’t received any feedback until today and I am paying insurance for the device I don’t even have. I have been following up via phone and on several occasions, my calls got disconnected and they promised to send an email or call back, but they never called back or send and email with an update. I have been sending emails from 13 April and I haven’t received any response until today.

I want to know whether they will give me the new phone or not so that I can cancel the insurance, I can not be paying insurance for the device I don’t even have.