Finrite administrators, hollard and edgars cellphone insurance: Horrible service

I put through a claim with Finrite on the call centre on 26 September. I gave them all the information when I put in my claim. Nothing was missing. I received an sms on the day that my claim had been received. I didn't have any communication. I then called on the Wednesday(30 September), 3 working days after my claim and was told that my claim had not been processed and would be processed then. After 2 days (2 October), I still had not heard anything so I called 5 times but never got through because I was on hold for at least 10 min at a time. I called again on Saturday (03 October) and my claim was finally approved, a week later. I got the SMS with access amount and banking details. I paid the access and sent the proof of payment to multiple Finrite emails but when I called on Monday (05 October, after been on hold for a long time, I finally spoke to a consultant who told me that my proof of payment was not received and that I needed to go to the store to send my proof of payment. This is ridiculous and inconvenient and as we were talking, promptly at 5pm. the call was dropped by the consultant. This is very unprofessional. I called again yesterday (6 October). The consultant (Nosipho) told me that my proof of payment was received and that I would receive a call and I informed the consultant that I could not accept that because the claim was from 11 days ago. She said that the supervisors were in a meeting and they would call me as soon as they are done. I didn't receive a call. I then called today (07 October) and after being on hold for more than 10 mins someone picked up the call but did not speak, I could hear other people talking. After saying hello for 2 min, I dropped the call. I called again and someone picked up the call greeted me, I greeted him back and asked for his name and he just stopped speaking. After saying hello for a while, I dropped the call. So thanks to Edgars, Hollard and Finrite, after 12 days of having submitted a claim and having paid the access, I still don't have a replacement phone. When I took up the insurance, I was told that claims take up to 48 at most. This is completely unacceptable and unprofessional. I have never experienced such horrible customer service. Can I just please get my phone and an explanation as to what is going on.