HELP

First of all I would like to acknowledge that I ended receiving assistance with my last claim, and today I find myself again filing a claim and not receiving assistance. I am writing this with the hope that I might get assistance as I have called telkom insurance call centre yesterday, and the lady assisting me found that no claim is found ,after I have sent documents three weeks ago, I even ran out of airtime, she didn't bother to call back, what must a person do because I have ran out of options, I require your assistance as I said I use my phone to run my business, I am stranded without my phone.