Telkom finrite insurance

I have based my insurance claim at telkom finrite insurance a several times now even sent them all the supporting documents as per request but I have not recieved any help from them. Whenever you call the admin they take time to respond or they don't respond at all .It is shameful that they debit money from my account but can't avail themselves when I need urgent help .I have stayed a whole month without a cellphone wherelse I am still paying for it to be insured .This company operates falsely and it promises people benefits which seem invalid . Can I kindly get help on this matter .