Claim process with no standardisation

I submitted my phone to Telkom on the 10 January 2020, for repairs through Finrite insurance, they gave me a reference no to which there was a confusion regarding my claim, finrite claimed to not have received my claim, then Telkom contacted them and sent them relevant documents on the 17 January, I have email to show Telkom communicated with, I went back to Telkom on the 23rd Of January I went to Telkom again to ask about my claim since I have not received anything from the insurer of which they said they did not receive my claim and nobody nor the store knew where my phone was . 2 days later I received a new reference number on the 24 January 2020, that was the last communication I have ever received, to date 29 January 2020, I have not heard anything from Telkom nor Finrite regarding to pay access for my phone. nothing