Finrite administrators incompetence in handling our phone insurance

I have had a terrible experience in the hands of Telkom Insurance administered by Finrite. My device got lost in January 2020, I filled claimed forms and submitted them but upon numerous calls and follow up emails it was only attended to after a month. I received sms to pay excuss fees of R500 and I paid 19th March 2020, i received another SMS again on 25th March to pay excess fees of R1000 to finalized my claimed, I tried to inquired why I have been asked to pay two different excess fees and every consultant I spoke to gave him different explanation. One Andele rudely told me if I don't pay the additional R1000 excess fees my claim would not be processed so I Paid on the 15th May 2020 making the payment in total R1500. After the payment I have called 5 times from 18th May 2020 to 25th May 2020, I sopke to Maxwell, Siya, Sipho and Nonkoluleko but they all say wait we are placing order with service provider but the order has not been placed as I we speak, they all tell me different stories each time a I call, Finrite service is very poor, after 4 months of loosing my phone there has not been a replacement and I pay my insurance every month, no proper explanation. I believe they are just taking our money without replacing our lost devices. i am really angry with my experience