Not getting any assistance from the insurance.

Good day, on the 17-10-2020 I lost my phone @ the funeral of my father in law. We went to open the case at Leroro (Matibidi) police station and we were told that the lady that know the computer she's not in. Following day we went again same story and I was advised that I can open the case in Boksburk since they can't register the case, which I did as per the advise I got from the police as we were coming back to Jhb. Went to Telkom shop in East Rand mall where they helped me by blocking the phone it was on the 28-10-2020. Submitted all the documents that are required, on the 05-11-2020 receive email from Danlia Wienaar that I have to click on link a consultant will call no one called. 30-10-2020 send folow up email to the insurance nothing. 23-11-2020 went to Telkom to check if they have feedback, they call the insurance spoke to Ethel she said she require an affidavit.25-11-2020 sent the affidavit as requested explaining why a case it was open late. 27-11-2020 sent follow up email nothing from Ethel. 04-12-2020 Ethel send me email requesting the same affidavit and claim number that I sent already on the 25-11-2020 meaning she didn't worked or actioned on my query I resent the email. Last weekend she send me email that I was supposed to open a case within 48 hours , I responded to her that as I explained on the affidavit that @ the police station we were told that the lady that know the computer she's not in and I provided her with the telephone number of the police station so that she can call or investigate as she still insist that a case was supposed to be open within 48 hours. Thanks