Im insured with them for a telkom phone and ever since i lost my phone on January 2021, i has submitted all the required documents with them and they confirmed that they did recieve it via email

Im insured with them for a telkom phone and ever since i lost my phone on January 2021, i has submitted all the required documents with them and they confirmed that they did recieve it via email. After that i have not been able to get hold of them via their landline phone and secondly i send emails everyday to 4 people , *** ***,*** *** and non of them respond at my emails. one thing which makes this a real problem is that ever month they are deducting a monthly fee on my bank account but im not getting any assistance ever since. can i get help on this matter.