Poor service

My husband has submitted all documents required for his cellphone claim. He went to Secunda Telkom shop which they claimed on behalf of him the nice lady that has been so helpful calling Finrite everyday but with no feedback from them as from the 03 January 2020. Why do we have to pay insurance if they won't pay up when it's their time to do so we have not received any feedback from them ever seens. I demanded that I should be contacted because when I call the number the voice machine speaks over 30 min with no-one caring to answer the phone. my contact details are *** and email is ***. They are just plain useless.