Fed up with Telkom insurance at Finrite

Dear Finrite insurance, I must say I am appalled by the level of service that I have been receiving from you regarding my cell phone claim which was made on the 28th of September 2017. After sending through my claim with the relevant documents to ********** I had to give you a call in order for me to get a claim number. I would have thought that since then I would be kept updated on my claim but instead I am the one who has to keep calling to get updates. One of the agents indicated that the sim card that I received together with the phone when I bought it was never used in the phone, this does not make sense to me at all as I have NEVER EVER taken out the sim card from the phone, I do not even know how to open the phone to begin with. I went ahead and asked Telkom to send me the cell phone usage report which I later sent to Finrite. While I was on a call with one of the Finrite agents I complained about Finrite not responding to my emails and not keeping me updated and that is only when I got a response to my email. Finrite responded by saying that “the usage reports that you have sent to us do not show what device the SIM was used in therefore we are going to have to escalate the claim to the underwriters”. I have been paying my insurance premium religiously with no problems and delays but when my claim has to be attended I am the one who has to use my own airtime to call and keep doing follow ups, is this fair? Can my claim be attended to? Can someone get back to me regarding my claim? My premium keeps on being deducted whereas I have nothing to show for it.