Extremely bad service - Impossible to claim

In my opinion I have not received worst service from any service provider. I visited the Telkom outlet in Baywest mall in Port Elizabeth to claim for damages to my insured phone. However, I was told that they cannot help and in turn gave me a contact number to call. To my surprise, the number that I need to call only rings and nobody answers. I am growing more and more frustrated. How does pay insurance every month but when incident occurs, your unable to claim. Please help me understand what I must do process my claim. My contact number is ***.