CLAIMING WITH NO RESPONSE FROM FINRITE INSURANCE COMPANY

I lodged a claim on the 12 October 2020, the claim was approved there and then. I was told to send an excess fee of R500 which I sent immediately. I phoned to tell them I send the proof of payment. I phoned them for the feedback was put on hold until my airtime was finished. I tried so many times. I went to Edgars where I bought the phoned, they phoned and put on hold about 30 minutes, ultimately they answered telling me that they phoned me but I never received missed call from them. They have promised to call until now, waiting with no phone. THIS IS VERY UNFAIR. Please help me I am desperate.