Disapointed in the lack of customer service

on the 10th of December I was a victim of a common *******. As a customer who has never had to go to the process of claiming for insurance for my cellphone to be replaced I had to follow my own advice. Luckily the lady in the Telkom contact Centre who to date I feel was the only one that attempted to help advised that I needed to contact finrite directly assisted with blocking on the sim and phone. After several emails , to date no one has even made an attempt to let me know what futher steps need to be taken. The only information that I have received from them this far is the fact that they acknowledged my email. Claims forms and processes I needed to ask strangers for help for. All Docs has been sent, still no feedback, and I'm still without my cellphone yet payments is timeously collected on time but I cannot say the same about the customer service I have received this far.