Pathetic service from Finrite

I am very dissatisfied about the service we've received or rather haven't received from Telkom insurance..my mother and I claimed on the 9th of March as she was ****** and her media pad was taken from her,the agent she spoke to advised that the turnaround time for claims is 48 hours however we're still awaiting a response.We have tried numerous times to do a follow up on the claim but no one is ever willing to assist,one is placed on hold for decades.It's difficult for my mother now because she doesn't know what to do as her contract is coming to an end this month,she has paid the insurance premiums from day one and has never missed any payments,yet this happens when she has to claim..we're very disappointed..really I could go on and on