Horrible Telkom/finrite experience

I am insured with Finrite administrators/Telkom. I have been following up on a claim since September. I was admitted to hospital from late July, when my phone got lost, until early September. I have contacted the insurers after my discharge because I had no one to do it on my behalf while I was still hospitalized. They have sent me a quote of an excess amount to pay of which I paid. They later on said that they are in communication with the underwriters to process my claim of which it's been 2 weeks now, NO RESPONSE. They say that they might decline my claim sincewell it took me more than 30 days to claim; I mean what was I supposed to do because I was in hospital on their expected claiming period. I wish I can just get helped with this matter.