Telkom/Admin Plus

I have had the worst customer experience with this company. I got ****** and my phone was taken, I called telkom and let them know and they referred me to the insurance covering my phone. I was given their contact details and an email to send the documents that are needed. I sent the details and everything they needed and it's been three weeks since I did so and till to date, I have not been rep**** too, nor have I been contacted for anything from them. I try calling the provided number and it puts me on hold everytime. I've never missed a payment and I always pay on time but now that one of the most important devices that I was assured would be covered has been ****** I am not getting any help from the insurance company Telkom suggested to me. All I want is to be contacted and my device to be covered if they cannot do that then I request a refund because I did not opt for the insurance to basically take my hard earned money as a donation. This is the worst experience I've ever had from an insurance company. Extremely disappointed.