Insurance no help at all

I have been put on hold for almost 2 hours trying to find out the status of a claim i had made 2 weeks ago with the telkom admin plus division. I send emails which are only responded to after hours and hours. I keep getting emails to send the device access fee and send proof of payment. I did all this last week Wednesday already.

According to the site, my device was supposed to be delivered to me within 48 hours upon receipt of the access fee