Finrite and Telkom insurance incompetence

they stole my phone on the 12th of May and I sent in my docs to finrite the same day. I received a message giving me 2 reference number TUITC ***6 and ***5. up to today I have not received any call or feedback on the number I gave them. Telkom has been completely useless in the whole process and im currently paying for a phone I don't have. I am a teacher and don't have time to follow up with calls because im busy in class. I had to take out another contract because I cant be without a phone. I know there is an excess I have to pay but I don't even know where or who to pay. and when I try and call the finrite number it directs me to an email address that is of no use at all!!!!!!! my name is Adrienne Beukes, email: *** and my cell is *** I need this resolved immediately otherwise I will lodge this with the Ombudsman!!