Im very disappointed by my insurer

I lost my phone on 2019-10-11, reported to Telkom for blacklisting on 2019-10-14 and was only told on 2019-10-30 that the phone was successfully blacklisted. I went on to submit my claim on 2019-11-01 and i was given my eccess quote which i paid on 2019-11-07, i did a follow up and then insurer said they received the payment and that a consultant was going to call me to finalise the claim but up until today 2019-11-21 i still havent received the call and when i call them asking to be put through to the people who are suppose to finalise my claim they say they are busy and they will have them call me back and my disadvantage here is that im only reachable in my office line and that most of the time im not in the office and i have made them aware of this challenge but they said there is nothing they can do, i must just wait for them to call me...i have been waiting for 2 full weeks, i am very disappointed...