Refuse to approve claim

My cellphone was ****** on 11th of july 2019. I immediately went to the nearest telkom they gave me a form to fill it and send it to finrite insurance. On september the insurance send me the email with the attachments and they said i must Sign it and pay access fee of R1255. I paid the access fee on september 15 2019, and i emailed the proof of payment, invoice, proof of address and the address where the phone must be delivered and they told me to wait for 7 days. I phoned them after 7 days and the lady over the phone told me to resend invoice and i did on 23 October. After 7 days which was on 01 October 2019 i phoned them again and said the same story and did send it more than 7 times till now i didn't received my cellphone. On 15 November i went to telkom shop i told them the whole story they were so shocked they said i must call telkom customer care line i phoned on 18th November, they said they will sort it out till now. Its a contract phone m still paying even now