DAY LIGHT *******. I NEED ANSWERS OR ALL MY MONEY BACK !!!!!!

insurance company quick to debit but very poor on service delivery!!!!!!!. I lost my cellphone in 2 December 2019 and claim lodged my claim since that time. I made contact with them ever since with no luck .January 2020 again after almost hour waiting for the call to be answered,on which they requested the police documents. I send it off as requested with the guarantee that it will take up to 48hours to be approved. Went to the Telkom store as well and pathetically told there's nothing they can do since it's a third party insurance and told to wait... February I was told to pay an excess payment of R750 within 24-48hours to avoid any delay.. and another R2000 on top that which I refused to pay after the first payment. FOR WHAT????... It's march now I still haven't got my phone, I've sent several emails and calling daily with no response, Honestly Is this what we are all paying for??? As if I'm not a paying customer. I'm not Happy with Telkom & finrite's service. I really need answers as quick as they debit their money monthly without any delay or missed payments. I'm not happy at all