Insurance claim not been attended for 6 weeks

I went to Hi outlet in Goldfields Mall in Welkom to claim my lost phone since i pay insurance , i provided them with all the documents required that was in December. i was told to wait two weeks and when i get there i was given the phone number to call the insurance company myself as they can't help me. Even today anytime i call them i will hold for about 20 minutes and more and the phone will be dropped ,