Poor and *********** service at Finrite

I have the insurance with finrite, but i lost my phone on the 24th of July 2021 and log in the claim and submitted every document needed from me, then i ask if i can top up to get a different phone than the one insured for they agreed. So i topped up and send the proof but to my surprise when i went to game to fetch the phone i was told a different story. When i call /email the finrite they do not respond to my email( apparently their email address can not give them what is written they only receive attachments) i have made numerous calls but i do not get any assistance.I have deposited R2000 extra to what i was supposed to be the axxess but i do not have the phone and finrite has debited my account. I have spoke to Basimane and he is so cold and has given me the worst attitude ever.I have spent almost R300.00 worth of airtime trying to reach out to them but still i do not get any assistance.