telkom finrite insurance

I lost my device on the 1 January 2018, put in my claim and paid my excess on the 17 January than I had to keep calling them to know if the received my proof of payment and afterwards I had to call them to find out when will I getting the new device only to find out the supplier is ourof stock and I ask the lady that was assisting me if I hadn't called when we're they going to notify me about this. After that the said after 48 hours I will get tracking details on the 19 January on Tuesday I called they told me the next day which is 72 hours now today it the 24 but still no feed back what so ever about the courier details. I'm not sure maybe they have forgotten I have been paying the premiums for the insurance cover monthly. The staff is not helpful you call they fail to give you reasonable answers as to why they just can't email you to notify you of simple things to keep you aware as to what's happening as a customer or maybe customers aren't being valued. My ref no. is TC005551. Please help me understand.