Cell phone claim

I have lodged a claim on 07.12.2018 at edgars wonderpark - I lost my cell phone and I was asked to pay excess fee of R500.00 of which I paid on 18.12.2018 . I have been calling finrite daily but the consultants there are not helpful at all and don't keep their promises . The last person I spoke to on 21.12.2018 was Thuso Mashego @ 14:29 who promised to call me back within an hour with feedback up to now I am still waiting . I begged to be transferred to their placements dept or to speak to a team leader but all consultants I spoke to refuse to transfer my call , they all say someone will phone me back .