I lost my cellphone but they are taking time to process my claim after sending all the required documents

I lost my cellphone on the 11 of December 2017 and I ask Telkom to block my number so that I can get ITC number, so that I can report it at the Police, they did and I got my ITC number and reported it to the police and I got the case number and I send to them, Thuto Mashigo one of the Call Centre Agent told me that it does not meet the requirements,he then said he will escalate it to the Underwriter, he promised to give me feedback after 7 days of which it did get, am here still waiting for feedback and they are no longer responding to my emails anymore.