Appaling service from Finrite!!

I took up a contract phone with Telkom and they insured it with Finrite administrators, unfortunately I lost the phone, reported the lost phone and submitted the claim to the insurance, 4 weeks later, no communication regarding the status of the claim, the feedback I get when I call them is that they are waiting for a usage report from Telkom and you cannot even speak to a senior person in the department, dealing with these people has been a night mare!!!!! The consultants on top of that seem to be clueless about every situation, and they refer to a ghost supervisor everytime. The consult Karabo Lebogo was blatantly unproffesional I'm even speechless. This kind of operation cannot be allowed anywhere.. ICASA can you please intervene.