Poor/Bad Customer Service!!!

I took a contract phone with Telkom and the phone is insured with Finrite administrators , unfortunately I lost the phone on the 17th of February 2018, I reported the lost phone at the Police Station and submitted the claim to Finrite administrators on the 20th February 2018. 3 weeks later I still don’t know what’s going on with my claim or the progress with my claim, when I follow up with the call centre agent I am being told that they are still waiting for usage report from Telkom, when I query with Telkom they tell me I must deal directly with Finrite. I called the call centre several times but to date no one has given me proper feedback, when I ask to speak to supervisor for escalation, she/he is nowhere to be found. Dealing with call centre agents it’s really frustrating. On the 8th of March I spoke to Andile Mkhwa****, she promised me that they will receive usage report on Friday the 9th of March 2018 but she didn’t even bother to update me, instead three days later I followed up with her but still she told me they are still waiting for usage report. I honestly don’t understand why should I wait this long to get another phone from Finrite, my account is up to date, never skipped any payment but now it’s a hustle to get a phone. Had I known before how Finrite is so unprofessional and it doesn’t care about their customer I wouldn’t have agreed to take up insurance with them because their service is really really really bad!!!!