Insurance claim nightmare

I have Telkom contract claimed and sent all required documents went through the verification process on the 18th Jan 2021, the consultant said I would receive a sms confirming the verification process and after 72 hrs 21st Jan 2021 I will receive feedback or callback to know the update on myclaim. I have yet to recieve any communication I have sent emails requesting update called the service provider and each time I call I hold for over 10 Min and the call ends abruptly without speaking to any consultants. I have requested a callback online and nothing from that service as well.