Claiming of cellphone insurance

I reported that my phone was ****** and claimed the insurance for my phone at finrite Telekom branch tell to call directly to finrite which I did and only to have to wait on hold for an hour everytime I call the they ask me to send the documents from the police station which I did in was told to await for their response I haven't recieved any I call the again yesterday I had to wait for an hour before they answer me then they told me my docs were wrong with no SAPS stamp I must resend I did today call them again waited for and hour to be answered then the consultant told she doesn't see the email. I'm spending alot of airtime to call and I have to pay excess I'm really not happy with they gave me as their paying client.