Telkom finite nattended cell phone claim

I am Valerie Tshabalala very muchdisappointed about Telkom finrite insurance.I lost my Huawei p10 on the 16nth of December.Then on the17nt December 2019 I made a claim and submitted all the necessary documents, they promised to come back to me,but they didn't till to date.Every time when I call they put me on hold for hours and end up hanging up.The last time I got hold of them it was January 2020 they said they are waiting for the assessment of the case till to date. No assessment was done I am still waiting for them with the access fee and their banking details. I think they have forgotten about my case but they don't forget to deduct monthly payments from my bank account. Kindly assist on that regard.