Bad service Insurance Claim

In 2017 I took two contract phones with telkom and I was offered cell phone insurance on Both phones I phone 7 plus and I phone 8 plus, It happened that I got ****** the I phone 8 plus and I sumbimitted a claim and my phone was replaced with I phone XR

To cut the story shot I have been paying for both phones and cell phones insurance.

On the 27 February 2020 I was pick pocked both phones and I did block the phones and went to the police station and I called finrite to submit the required documents.

On the 2 February I received the two sms Dear Valued Client, we confirm receipt of the claim for your device ***, please take note that assessment of your claim will be completed within 48 working hours from the time we receive all supporting documents and/or required information. Telkom Device insurance, underwritten by Mutual & Federal

Dear Valued Client, we confirm receipt of the claim for your device ***, please take note that assessment of your claim will be completed within 48 working hours from the time we receive all supporting documents and/or required information. Telkom Device insurance, underwritten by Mutual & Federal

Since then I have been doing follow up till today and am being told my claim has been Escalated because they strugling to get a data information

Today I called again and I was told the same story that they waiting for Telkom to provide them with the required information

What upsets me the most the consultant told my that both my phones are no longer on contract however am still paying for the insurance and everytime am asking to speak with a manager am told he/she is not available

the worse part for the I phone 7 plus I never claimed for the phone and I just went through some review for finrite and everyone is complaining

This is a day light ******* imagine paying R244,12 X2 for two years and you get to be treated like no body

My I phone 7 plus contract was coming to an end 1 st february 2020 and the claim was submitted on the 27 January 2020 and I phone XR contract was coming to an end by Mid March 2020 and I was forced to do any upgrade because I needed a phone

Please advise because this is not how finrite should treat customers

Thank you

NB Radebe