Phone claim

Good day Last month on the 5th of July I lost my fown and I have an insurance with Telkom’s finrite. I claimed and submitted my stuff the same day and only payed an access fee 2 weeks back but I never got a feedback from them again . When I call them they get annoyed and give me the worst services but I’ve been paying their insurance since 2015 and it was my first time claiming. The other day I called and I was told by the consultant that I’m not the only one who’s waiting to get a phone and I won’t get it quick because the are still clients waiting from June but I also work with customers that’s now how you talk to clients.I called them again today and they said an iPhone 6 that I was claiming is out of stock, how was I suppose to know that??? , so if I never called them I wouldn’t have known about my case .My colleague also has the same insurance but he never waited a month and week for him to get a new fown . Those people never sent me an email or call I always bother myself to know what’s happening in regards my phone. I’m not happy at all about finrite.