lost phone

I have my phones with Telkom 3 of them have an insurance with finrite, I am paying all of them very well, but with the service I just received after an incident that happened I am thinking of cancelling the insurance because it is useless.. i lost the phone on the 17th of July 2020 i lodged the claim all the requested documents were sent then i got an sms saying they received all documents , then i called to do foolow up they told me they will send me the sms with excess fee and phones that they currently have even today i have not received that , i must call them every day to foolow up on my claim because im not getting any communication from them. they told me to call Saturday when i called no one answered i just call now they telling me that they still waiting for technicians my claim is pending.. what is pending whereelse all documents were send and now the deducted my money including the one i just lost . I am losing my patient now can someone fix this as soon as possible..they told us that when u claim you will get help within 48hrs but it is way more than that from the 17th of July till now with no phone ..and no communication the service of Finrite is really pathetic..i need answers ***