Complain against Finrite insurance

Hi there. My name is Ojay Moutlane, I have a contract with Telkom Mobile, n my device was insured with Finrite administration. On the 5th February I send through everything that they requested for I have lost my cellphone and I called to confirm it they have received them and they confirmed that they did. On the 7th February I called them again to find out how they are and I was told that I woiluld get a feedback within 72 hours and today it's the 20th n I did not get anything from them as they promised. Each time wen I call them I would wait approximately 20 min before they attend your call. Please advise what I should do.